Technical Support & Field Service Specialist
Job Description
Location: Roseville, CA – 100% On-Site
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Pay: $21–$27/hour
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Full-Time
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CoCard Business is looking for a Technical Support & Field Service Specialist to join our Roseville support team.
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This is a hands-on customer and technical support position. You will spend most of your time assisting merchants by phone, email, and chat from our Roseville office, troubleshooting payment and POS equipment, documenting support tickets, and resolving account and technical issues.
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This is not a remote or hybrid position. It also includes occasional field work installing and troubleshooting equipment at merchant locations throughout Northern California.
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PLEASE READ BEFORE APPLYING\n
There are several requirements that are essential to this position:
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- You must be able to work in our Roseville, CA office 100% of the time. There is no remote or hybrid option for this position.
- You must speak clear, professional English and be comfortable communicating with customers by phone throughout the day. Clear verbal communication is a major part of this role.
- You must be a fast and accurate typist. Our support team thoroughly documents every interaction. You must be able to listen, troubleshoot, speak with the customer, and document detailed notes in our ticketing system while handling the call.
- You must be comfortable performing occasional on-site installations and service calls at merchant locations. Field visits may take place throughout Placer, Sacramento, El Dorado and Yolo counties, with occasional travel into the Bay Area or other Northern California locations.
- You must be comfortable driving a company vehicle and using company-provided tools and equipment for field installations.
- Evening and weekend on-call availability is required on a rotating/as-needed basis.
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If you are looking for a remote position, are uncomfortable handling customer calls, have difficulty typing while talking, or are not willing to perform occasional field installations, this position will not be a good fit.
What You'll Do\n
As part of our support team, you will:
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- Provide first-line technical and customer support by phone, email, and chat.
- Troubleshoot payment terminals, POS systems, software, hardware, and connectivity issues.
- Document customer conversations, troubleshooting steps, resolutions, and follow-up needs in our ticketing/CRM systems.
- Maintain accurate and detailed notes while actively assisting customers.
- Resolve questions involving billing, account management, payment processing equipment, and software.
- Configure and troubleshoot POS systems, payment terminals, routers, network connections, printers, and related equipment.
- Assist with POS menu builds, software configuration, equipment setup, and deployment.
- Perform occasional on-site POS and payment equipment installations at merchant locations.
- Troubleshoot network cabling, routers, firewalls, and other basic networking components when necessary.
- Train merchants and their employees on newly installed equipment and software.
- Maintain accurate merchant account information.
- Follow up on open support issues and keep ticket statuses current.
- Work closely with our sales and operations teams to resolve merchant issues.
- Provide professional, patient, and friendly service—even when a customer is frustrated or experiencing an urgent issue.
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What We're Looking For\n
This position requires someone who can comfortably switch between customer service, technical troubleshooting, detailed documentation, and hands-on field work.
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- Strong spoken English and professional telephone communication skills.
- Strong written communication skills.
- Fast and accurate typing/data-entry skills.
- Ability to document detailed ticket notes while actively speaking with customers.
- Strong computer skills and comfort learning new software.
- Customer service experience.
- Strong troubleshooting and problem-solving abilities.
- Ability to manage multiple open issues and follow through until resolution.
- Reliable, punctual, and consistent attendance.
- Ability and willingness to work 100% on-site in our Roseville office.
- Ability and willingness to travel to merchant locations throughout Northern California when needed.
- Comfortable driving a company vehicle for authorized service calls.
- Comfortable working with basic hand tools and installing POS/payment equipment.
- High school diploma, GED, or equivalent.
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Preferred\n
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- 2+ years of customer service or technical support experience.
- Previous help desk, call center, field service, or technical support experience.
- Experience with CRM or ticketing systems.
- Basic networking knowledge, including routers, Wi-Fi, Ethernet, and troubleshooting connectivity.
- Experience with POS systems, payment terminals, or merchant processing.
- Experience in banking, payments, financial services, retail technology, or restaurant technology.
- Spanish bilingual skills are a plus but are not required.
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This Is a Hands-On Support Role\n
We take pride in the fact that we actually show up for our merchants.
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Most issues are handled from our Roseville office, but sometimes the best solution is to go directly to the merchant's business.
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When an on-site installation or service call is needed, you may take a CoCard company van and company-provided tools to the merchant's location to install equipment, troubleshoot hardware or networking, configure a POS system, or help get the merchant operational.
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You do not need to be a professional installer or network engineer, but you do need to be comfortable learning, working with equipment, using tools, and going into the field when needed.
About CoCard Business\n
CoCard Business provides payment technology and business solutions to merchants throughout the United States. We support businesses with payment processing, point-of-sale systems, payment terminals, online payments, billing solutions, and other technology.
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What makes our support model different is that our customers aren't simply handed a phone number and sent to a third-party call center. Our local team works directly with merchants to troubleshoot problems, configure equipment, and provide hands-on assistance when needed.
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We're looking for someone who wants to become an important part of that team.
Additional Requirements\n
Employment is contingent upon successfully completing required pre-employment screening, including a background check and drug screening. Our drug tests can't be tricked, so please don't waste anyone's time.
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Compensation: $21–$27 per hour, depending on experience.