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Mid LevelFull-time
Salary Range
$72,250 - $97,750 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Support Representative to join our team, focusing on helping grocery store customers resolve issues with our iOS-based POS software and hardware. This role involves troubleshooting operational issues and ensuring minimal disruption to in-store checkout.
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, 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
Requirements
- ✓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
