Technical Support Specialist

About the Role We are looking for a Technical Support Specialist to help support our internal POS (with associated hardware) and business management platform used across the franchise system. This role sits at the intersection of software support and POS hardware troubleshooting. You will be responsible for triaging support tickets, helping users understand system functionality, and remotely assisting with the setup and troubleshooting of store hardware such as printers, payment terminals, scanners, and related networking. The ideal candidate is technically curious, comfortable troubleshooting both software and hardware issues, and enjoys helping users solve problems quickly and clearly. Key Responsibilities Support & Ticket Management

• Monitor and quickly triage incoming support tickets in the FreshDesk help desk system and routed appropriately
• Respond to user questions about system functionality and workflows
• Reproduce reported issues and document findings
• Escalate bugs or complex issues to the development team when necessary
• Maintain clear communication with users regarding ticket status and resolution POS Hardware Support
• Provide remote setup and troubleshooting for store equipment, including: ○ Zebra label printers ○ Receipt printers ○ Barcode scanners ○ Payment terminals ○ POS workstations and tablets Training & Operations Support
• Conducting new store and ongoing training with franchises on technology solutions
• Assisting with operations support to franchise locations as needed Typical tasks include:
• Configuring printers and label formats
• Diagnosing connectivity issues (USB, Bluetooth, Ethernet)
• Assisting with driver installation
• Troubleshooting network connectivity
• Verifying hardware communication with the KIN system Documentation & Knowledge Base
• Create and maintain internal troubleshooting documentation
• Update setup guides and FAQs (improving over time, reducing repeat issues)
• Identify recurring issues and recommend improvements
• Store onboarding assistance
• Help new locations configure POS hardware
• Verify system readiness prior to launch
• Support stores during initial setup or transitions Required Skills & Experience
• Experience in technical support, help desk, or IT support
• Strong troubleshooting ability across software, hardware, and networking
• Comfortable assisting users remotely via screen share
• Experience with POS systems or retail technology
• Basic understanding of: ○ Windows or Mac troubleshooting ○ Printer configuration ○ Networking fundamentals (IP addresses, WiFi, ports) ○ USB and Bluetooth peripherals Nice to Have
• Experience supporting Zebra printers
• Familiarity with receipt printers (Epson, Star, etc.)
• Experience with payment terminals or payment integrations
• Knowledge of barcode scanners
• Experience with ticketing systems (Zendesk, Freshdesk, Jira, etc.)
• SQL familiarity for basic data checks Working Hours This role supports stores operating across multiple time zones.

The expected schedule is:

10:00 AM - 7:00 PM Central Time. Some flexibility may be required during store launches or peak support periods. If we cannot tell by your resume that you are located in Middle Tennessee, we will not reach out for an interview. About Us Color Me Mine is the nation's leading paint-your-own-pottery franchise, bringing creativity, connection, and joy to guests of all ages across hundreds of studio locations nationwide. Whether you're planning a birthday party, a date night, a family outing, or just looking for a fun way to unwind, our studios offer a one-of-a-kind experience. Choose from hundreds of ceramic shapes and colors, and let our friendly staff help you create something truly memorable. From handprint keepsakes and holiday platters to fundraisers, school programs, and scouting events, Color Me Mine has been the go-to destination for experiences that bring people together since 1991. Because here, everyone's an artist.

Pay:

From $52,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Murfreesboro, TN 37129