Customer Support Representative

Job description

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