POS Support & Quality Technician (Cake / Clover Expert)

3+ years of hands-on installation and troubleshooting of POS systems, including Cake and Clover. Solid understanding of networking: static/dynamic IPs, LAN/WAN, routers, switches, port forwarding, and Wi-Fi connectivity. Experience guiding others remotely or training field technicians. Excellent communication skills in English. Ability to think on your feet and provide solutions in high-pressure environments. Ability to request photos/videos tactfully and confidently. Strong notes, documentation, and escalation habits. Must be able to respond quickly during assigned shifts. Must have stable internet and a quiet workspace for support calls.

Provide live remote support to on-site technicians via phone, video call, and chat. Guide technicians step-by-step through POS setups, configuration, networking, and integrations. Help identify missing requirements before installation. Review site images/video to validate quality and installation standards. Diagnose issues and provide quick solutions. Validate test transactions, printer mapping, cash drawer connectivity, and terminal activation. Document recurring issues and propose improvements. Update internal notes after each support session. Maintain a positive, professional, and proactive tone.