Customer Support Representative

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