PawnMate is a leading provider of cloud-based POS software for pawnshops, jewelry stores, and gun stores serving clients in Canada, USA, and Mexico.

We are seeking a Remote Technical Support Specialist to assist customers during onboarding and throughout their experience with PawnMate. This role involves answering support questions, troubleshooting technical issues, and helping customers set up printers and other hardware.

This is a fully remote position with flexible work arrangements and the opportunity to grow with an innovative and customer-focused company.

• Strong verbal and written communication skills in English.
• Ability to troubleshoot and resolve technical issues effectively.
• Knowledge of printer setup and hardware installation.
• Customer-focused with excellent interpersonal skills.
• Strong organizational skills and ability to manage multiple tasks.

• Experience in technical support, customer service, or a similar role.
• Familiarity with hardware setup, particularly printers.
• Technical aptitude and ability to learn new software quickly.
• Problem-solving skills and attention to detail.
• Experience with POS systems, cloud-based software, or the pawn industry is a plus but not required.

• High school diploma or equivalent required.
• University or college education preferred, particularly in IT, Computer Science, or a related field.
• Technical certifications or coursework in IT or a related field is a plus but not mandatory.

• Provide timely and professional responses to customer inquiries via email, phone, or chat.
• Assist customers with printer installations and hardware setup during onboarding.
• Troubleshoot and resolve technical issues related to PawnMate software and devices.
• Document support interactions and solutions in the ticketing system.
• Develop knowledge base articles and instructional materials for common issues.
• Stay up-to-date on PawnMate software features, updates, and industry trends.

• 1-3 years of experience in technical support or customer service.
• Experience with hardware setup, especially printers, is highly desirable.
• Familiarity with remote support tools and ticketing systems is a plus.