Customer Support Representative

Role Summary

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.

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

Requirements

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