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2 months ago
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Requirements and responsibilities
OverviewAs a Support Representative, you will be on the front lines helping grocery store customers resolve issues related to our iOS-based POS software and hardware. This role focuses on troubleshooting day-to-day operational issues, guiding customers through workflows, and ensuring minimal disruption to in-store checkout. You will work closely with onboarding, installers, and advanced support teams to deliver a consistent and high-quality customer experience.Key ResponsibilitiesProvide phone, chat, and ticket-based support for grocery stores using our iOS POS systemTroubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawersSupport core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reportingAssist customers with basic iOS device settings, connectivity issues, and peripheral pairingDiagnose and resolve common software issues within the POS app and back-office toolsClearly document issues, steps taken, and resolutions within the support ticketing systemEscalate complex or unresolved issues to higher-level support or engineering teams with proper contextCollaborate with onboarding and installation teams to support newly live storesIdentify recurring issues and provide feedback to product and support leadershipMaintain a calm, professional demeanor when supporting customers in high-pressure retail environmentsQualifications & SkillsRequired1–3 years of experience in technical support, customer support, or retail technology supportFamiliarity with iOS devices (iPads, basic iOS settings, Bluetooth/WiFi troubleshooting)Experience supporting POS systems or retail softwareBasic understanding of grocery store front-end operationsStrong problem-solving and troubleshooting skillsExcellent verbal and written communication skillsAbility to work scheduled shifts, including evenings or weekends if requiredPreferredExperience supporting grocery, retail, or hospitality POS systemsFamiliarity with payment processing and EMV devicesExperience using ticketing systems such as Zendesk, Freshdesk, or similarComfort working in a fast-paced, high-volume support environment
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