{"id":789551,"url":"https://alion.io/job/vori-customer-support-representative","title":"Customer Support Representative","company":{"id":688129,"name":"Vori","domain":"vori.com","url":"https://alion.io/company/vori","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"D","score":40,"open_postings":11,"ghost_share":1,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":72000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":289},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-02-20T15:46:11Z","employer_posted_date":"2026-02-20","last_verified_at":"2026-11-03T09:28:45Z","board_verified":true,"closed_at":null,"days_open":255,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":255},"description":"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.\nKey Responsibilities:\nProvide phone, chat, and ticket-based support for grocery stores using our iOS POS system\n\nTroubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers\n\nSupport core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reporting\n\nAssist customers with basic iOS device settings, connectivity issues, and peripheral pairing\n\nDiagnose and resolve common software issues within the POS app and back-office tools\n\nClearly document issues, steps taken, and resolutions within the support ticketing\nsystem\n\nEscalate complex or unresolved issues to higher-level support or engineering teams with\nproper context\n\nCollaborate with onboarding and installation teams to support newly live stores\n\nIdentify recurring issues and provide feedback to product and support leadership\n\nMaintain a calm, professional demeanor when supporting customers in high-pressure retail environments\n\nQualifications & Skills:\nRequired:\n1-3 years of experience in technical support, customer support, or retail\ntechnology support\n\nFamiliarity with iOS devices (iPads, basic iOS settings, Bluetooth/WiFi\ntroubleshooting)\n\nExperience supporting POS systems or retail software\n\nBasic understanding of grocery store front-end operations\n\nStrong problem-solving and troubleshooting skills\n\nExcellent verbal and written communication skills\n\nAbility to work scheduled shifts, including evenings or weekends if required\n\n* Preferred:\nExperience supporting grocery, retail, or hospitality POS systems\n\nFamiliarity with payment processing and EMV devices\n\nExperience using ticketing systems such as Zendesk, Freshdesk, or similar\n\nComfort working in a fast-paced, high-volume support 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