About the role
As 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 Responsibilities:
- Provide phone, chat, and ticket-based support for grocery stores using our iOS POS system
- Troubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers
- Support core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reporting
- Assist customers with basic iOS device settings, connectivity issues, and peripheral pairing
- Diagnose and resolve common software issues within the POS app and back-office tools
- Clearly document issues, steps taken, and resolutions within the support ticketing system
- Escalate complex or unresolved issues to higher-level support or engineering teams with proper context
- Collaborate with onboarding and installation teams to support newly live stores
- Identify recurring issues and provide feedback to product and support leadership
- Maintain a calm, professional demeanor when supporting customers in high-pressure retail environments
Qualifications & Skills:
- Required: - 1–3 years of experience in technical support, customer support, or retail technology support - Familiarity with iOS devices (iPads, basic iOS settings, Bluetooth/WiFi troubleshooting) - Experience supporting POS systems or retail software - Basic understanding of grocery store front-end operations - Strong problem-solving and troubleshooting skills - Excellent verbal and written communication skills - Ability to work scheduled shifts, including evenings or weekends if required * Preferred: - Experience supporting grocery, retail, or hospitality POS systems - Familiarity with payment processing and EMV devices - Experience using ticketing systems such as Zendesk, Freshdesk, or similar - Comfort working in a fast-paced, high-volume support environment
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