POS Service Desk Agent

Pay Range: $18.00 - $20.00/hr

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# Overview :
We are looking for a dedicated, customer-oriented Point of Sale (POS) Service Desk Support Agent to join our team. The ideal candidate will provide exceptional support to Tidal Wave’s clients, ensuring the reliable performance and smooth operation of our POS systems. This role requires strong technical skills, excellent communication abilities, and a commitment to outstanding customer service.

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Key Responsibilities :

- Serve as the primary point of contact for POS system support, assisting clients via phone, email, and chat.
- Diagnose and troubleshoot hardware and software issues related to POS systems, including terminals, tablets, printers, and peripherals.
- Support installation, configuration, and routine maintenance of POS hardware and software.
- Identify and resolve network connectivity issues affecting POS systems.
- Escalate complex or unresolved issues to higher-level technical support or third-party vendors as necessary.
- Respond promptly to client inquiries, providing accurate information and solutions.
- Maintain a professional, empathetic approach in all client interactions.
- Follow up with clients to confirm issue resolution and customer satisfaction.
- Document client interactions, troubleshooting steps, and technical solutions within the support ticketing system.
- Provide training for clients on POS system use and functionality.
- Monitor the status of POS systems to ensure optimal performance and system integrity.
- Perform routine tasks, including software updates, backups, and system checks.
- Analyze system logs to identify potential issues and recommend preventive actions.
- Collaborate with the IT team to drive system improvements and enhance the client experience.
- Generate and review reports on POS system performance and support activities.
- Develop and maintain technical documentation, including user guides and troubleshooting manuals.
- Track and manage an accurate inventory of POS hardware and software assets.
- Prepare incident reports for major system outages or critical issues.
- Other duties as assigned.

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Qualifications :

- High school diploma or equivalent required.
- Hands-on experience with POS hardware, including terminals, tablets, printers, and peripherals.
- Proficiency with POS software applications.
- Strong problem-solving abilities with a detail-oriented approach.
- Excellent verbal and written communication skills.
- Ability to work effectively both independently and as part of a team.
- Customer-focused attitude with a commitment to high-quality service.
- Familiarity with support ticketing systems and remote desktop tools.
- Technical aptitude and eagerness to learn.

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Requirements

- Can pass a drug test and criminal background check.
- Are legally eligible to work in the United States.

As a Tidal Wave Auto Spa Team Member, you will enjoy our Benefits Program to help secure your financial future and preserve your health and well-being, including:

- PTO is based on the company’s PTO policy.
- Eligibility for health, dental, and vision coverage subject to 30 day waiting period.
- Eligibility for 401(K), subject to plan terms.
- Eligibility for benefits such as life insurance, short- and long-term disability, hospital indemnity, critical illness, and accidental, subject to 30 day waiting period.
- Company-paid holidays.

**Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of Tidal Wave Auto Spa provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. Tidal Wave Auto Spa hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

About Tidal Wave Auto Spa

Tidal Wave Auto Spa is one of the fastest-growing car wash companies in the country and a recognized leader in the industry. Our journey began in 2004 in the small town of Thomaston, Georgia, where our headquarters remains today. Since then, Tidal Wave has grown into a national brand with more than 300 locations across 30 states, delivering fast, high-quality car care through innovative technology and exceptional guest service.

Our success is driven by our people. We believe great locations are built by great leaders, which is why we empower our teams to take ownership, serve their communities, deliver results, and create an environment where both employees and guests can thrive.

As Tidal Wave continues to grow, we are looking for talented, motivated individuals who are ready to grow with us. Our goal is to redefine the car wash industry through innovation, operational excellence, outstanding service, and an unwavering commitment to our employees and the communities we serve.

Recognized as one of the leading conveyor car wash companies in the country and named to the Inc. 5000 list of America’s Fastest-Growing Companies, Tidal Wave continues to build on a strong foundation of growth, leadership, and community involvement. Through our charitable efforts, we have also contributed millions of dollars to organizations and causes in the communities we call home.

Join the wave and build your future with Tidal Wave Auto Spa.