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