Customer Support Representative

About the Role

As a Client Support Representative I (CSR1), you will be the first point of contact for our merchant clients, providing timely, knowledgeable assistance across phone, email, and SMS channels. You will develop deep familiarity with the POS360 ecosystem and play a critical role in ensuring our clients experience seamless, uninterrupted operations. This role is ideal for a tech-savvy, client-focused professional who thrives in a fast-paced environment and takes pride in delivering exceptional service.

What You'll Own & Drive

• POS Ecosystem Knowledge & Technical Proficiency
  • Develop and maintain comprehensive working knowledge of POS360 software, hardware, and all attached peripherals.
  • Support the assembly, configuration, and deployment of terminals and processing equipment; assist with inventory management.
  • Learn and apply a variety of internal software applications as required by the role.
• Frontline Client Support
  • Serve as the primary point of contact for inbound client inquiries via telephone, email, and SMS.
  • Accurately triage and route calls and support requests to the appropriate team members or departments.
  • Utilize Zoom Contact Center and its full suite of features to manage and document client interactions.
  • Conduct remote product training sessions with merchants using screen-share technology, ensuring clients are confident and capable users of their POS systems.
• Merchant Account Maintenance & Coordination
  • Collaborate with internal departments, external agents, and vendors to ensure accurate account setup and appropriate pricing structures for each merchant.
  • Proactively monitor and maintain the health of merchant POS systems, escalating issues as needed to minimize client downtime.

Qualifications

Required

• Minimum 6 months of experience in a client-facing or customer service role
• Demonstrated ability to troubleshoot both hardware and software issues in a live production environment.
• Strong written and verbal communication skills, with the ability to translate technical concepts clearly and professionally for non-technical audiences.

Preferred

• Associate's degree in Computer Science, Marketing, Communications, or related field.
• Prior experience supporting POS systems in retail, restaurant, or hospitality environments.
• Exposure with payment processing workflows or PCI-compliant environments.
• Bilingual proficiency in English/Spanish or English/Arabic is a significant plus.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Paid time off
• Flexible working hours
• Free on-site gym access

Position is full-time from our Westlake Village, CA office. Compensation: $22.00/hour.