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