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You will get POS Support | Troubleshooting | Helpdesk
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Top Rated
Project details
Firstly, I am a Tech / IT Support Enthusiast who loves to work in these roles. I have over 3-4 years of experience of working in tech support roles with expertise in POS Support projects. I specialize in providing top-tier POS Support.
Secondly, I know very well about the POS industry as I have worked on multiple POS systems such as VST POS, Entree POS, NRS, PC America, Aldelo and others as well. I have extensive experience of providing top-tier support to POS Customers. My expertise include Technical Troubleshooting, CC Troubleshooting, Onboarding new POS Customers, Printer Installations, Windows Troubleshooting, System Maintenance and other related stuff.
Thirdly, regarding the timing and availability, as shared above, I love to work in such roles. I am fully available to work in the required hours and needless to say, I am very excited about the opportunity to help you guys and I believe I can add more value to your business with my skill set and good work ethic.
Thank you!
Secondly, I know very well about the POS industry as I have worked on multiple POS systems such as VST POS, Entree POS, NRS, PC America, Aldelo and others as well. I have extensive experience of providing top-tier support to POS Customers. My expertise include Technical Troubleshooting, CC Troubleshooting, Onboarding new POS Customers, Printer Installations, Windows Troubleshooting, System Maintenance and other related stuff.
Thirdly, regarding the timing and availability, as shared above, I love to work in such roles. I am fully available to work in the required hours and needless to say, I am very excited about the opportunity to help you guys and I believe I can add more value to your business with my skill set and good work ethic.
Thank you!
Language
EnglishWhat's included $1,800
These options are included with the project scope.
$1,800
- Delivery Time 30 days
- Number of Hours of Work 200
Optional add-ons
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24/7 Support
+$1,800
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RH
Robert H.
Dec 4, 2024
Need a IT/Tech Helper
About Mohammad
Tech Support | POS & SaaS | L2/L3 Troubleshooting | Service Delivery
100%
Job Success
Rawalpindi, Pakistan - 7:49 am local time
I turn support into revenue ✅️ 💯
For SaaS and POS companies, support becomes expensive when it is fragmented, undocumented, and reactive — driving repeat tickets, slow resolution, poor onboarding, weak product adoption, customer churn, and lost revenue.
I fix support at the system level.
I’m a Top Rated Plus professional with 9,000+ support hours, 4,000+ Upwork hours, and extensive L2/L3 troubleshooting experience across SaaS and POS environments.
I combine customer support, technical support, support operations, QA/SQA, UAT, knowledge management, customer onboarding, and team leadership to build support operations that are reliable, scalable, and focused on measurable customer and business outcomes.
What I Bring
● Customer & Technical Support
I handle both the customer-facing and technical sides of support — from everyday customer issues to complex L2/L3 escalations.
- Customer and technical support across voice, chat, and email
- Complex troubleshooting and escalation management
- SaaS, cloud, and legacy POS environments
- Merchant support and customer onboarding
- Payment terminals, printers, networking, hardware, and software
- SLA, KPI, CSAT, FCR, response-time, and resolution-time management
● SaaS & POS Technical Support
My core technical experience spans POS and SaaS environments, particularly where software, hardware, payments, networking, and customer workflows intersect.
- L2/L3 troubleshooting
- Multi-terminal POS configuration and synchronization
- Inventory and menu programming
- Payment terminal and peripheral troubleshooting
- Cloud and legacy POS systems
- Multi-location merchant environments
● Support Operations & Leadership
I’ve worked both on the front lines and in leadership, helping build, manage, and improve support operations from the ground up.
- Team leadership, coaching, and onboarding
- Escalation and incident management
- Support workflow and process optimization
- Quality assurance and performance improvement
- KPI and SLA management
- Scalable support processes and documentation
● SQA, QA & Multi-Environment UAT
I test products from a real support and customer perspective — validating not only whether something works, but whether it works reliably in the environments customers actually use.
- Cloud, Android, and iOS testing
- Staging, Demo, Pre-release, and Production environments
- Functional and regression testing
- Bug identification, reproduction, documentation, and validation
- POS workflow and hardware testing
- Release and product validation
● Knowledge Management & Customer Education
Every recurring problem is an opportunity to build a better support system.
I create knowledge bases, SOPs, troubleshooting guides, internal documentation, customer education materials, and training resources that help teams resolve issues faster and customers become more self-sufficient.
I’ve created / improved 150+ KB articles and also produced 100+ 4K training and tutorial videos for customers and internal teams.
● Support → Revenue
Support shouldn’t stop at closing tickets.
I use support data and customer feedback to identify recurring issues, onboarding gaps, product friction, and opportunities to improve retention, adoption, customer trust, and revenue.
Impact Snapshot
🏅 Top Rated Plus | 100% Job Success
⏱️ 4,000+ Upwork hours | 9,000+ total support hours
⭐ 99% CSAT | 95% FCR
🖥️ 4,000+ POS support hours
📈 130%+ KPI performance
🎯 30–40% reduction in repeat support tickets
⚡ Up to 40% faster onboarding
📚 150+ KB articles, SOPs & internal documents
🎥 100+ 4K training & tutorial videos
Core Expertise
Customer Support • Technical Support • Support Leadership • Support Management • SaaS Support • POS Support • L2/L3 Troubleshooting • Escalation Management • Merchant Support • Helpdesk Management • Support Operations • QA/SQA • UAT • Customer Onboarding • Knowledge Management • SOP Development • Workflow Optimization • Incident Management • Product Support • Customer Education
Platforms & Tools
POS: DinerDaddy, Clover, Linga POS, Entree-POS, VST-POS, PC America, SumUp POS
CRM & Helpdesk: Salesforce, Zendesk, Zoho, Jira, Asana, Slack
Remote Support: TeamViewer, AnyDesk, ConnectWise, Splashtop
Payments & Hardware: PAX, Valor, Dejavoo, Epson, Star Micronics
Communications: RingCentral, gloCOM
Testing: Android, iOS, Cloud, Staging, Demo & Production environments
If you need someone who can lead support, handle complex technical escalations, improve customer experience, and build the systems behind a scalable support operation, I can step in across the full support lifecycle.
Steps for completing your project
After purchasing the project, send requirements so Mohammad can start the project.
Delivery time starts when Mohammad receives requirements from you.
Mohammad works on your project following the steps below.
Revisions may occur after the delivery date.
Client purchases the project and sends requirements.
Once the client shares how many reps they need for how much time, then we can get that done for them accordingly.