Customer Support Representative

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
• Aid 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
• Familiarity with iOS devices (iPads, basic iOS settings, Bluetooth/Wi-Fi 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