PAR Retail (formerly Stuzo)

Position Summary: 

The Retailer Support Representative provides front-line assistance to our retailer partners across self-checkout kiosks, loyalty programs, and POS configuration. This role is responsible for resolving incoming support requests, performing basic POS setup tasks, and ensuring issues are either resolved quickly or escalated effectively. 

You will engage directly with retailers via email, phone, and Freshdesk ticketing, working closely with Platform Support, Engineering, and Hardware teams as needed. 

Key Responsibilities: 

• Act as the first point of contact for retailer support requests, including: 
• Kiosk troubleshooting: device power, network issues, scanner/printer problems, payment device errors 
• Loyalty program issues and general app support 
• Marathon POS configuration support: basic setup guidance, config verification, and coordination with the support team for more complex requests 
• Triage and respond to support inquiries using Freshdesk: 
• Accurately document issue details, troubleshooting steps, and resolutions 
• Apply macros, KB articles, and known troubleshooting flows 
• Guide retailers through common troubleshooting: 
• Kiosk reboots 
• Connectivity checks (Wi-Fi / Ethernet / VPN) 
• App reinstall or settings verification 
• Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside of first-contact resolution scope 
• Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base 
• Participate in ongoing training to stay informed on product updates, configuration changes, and support processes 

Qualifications: 

• 1+ year of experience in customer support, help desk, or technical troubleshooting roles 
• Familiarity with kiosk systems, POS hardware, or retail environments preferred 
• Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP) 
• Ability to manage multiple cases at once while staying organized and responsive 
• Excellent communication skills — able to clearly explain solutions to both technical and non-technical users 
• Experience with Freshdesk, Jira, or similar ticketing tools is a plus 
• Exposure to MDM tools and payment hardware is helpful but not required 

Schedule: 

• Mon-Fri 1pm – 10pm ET (8pm-5am Kyiv time) 

PAR Retail Offers:

- Long-term employment;

- Competitive compensation with regular performance-based salary and career development reviews;

- Health insurance program;

- Sponsored company educational program, corporate library;

- Funny celebrations, team outings, and company events;

- A unique and friendly environment where everyone can explore and learn new technologies.