About the job
Join our team as a Customer Support Specialist, where you will play a pivotal role in assisting grocery store customers with our cutting-edge iOS-based POS software and hardware. Your primary focus will be to troubleshoot daily operational challenges, guide customers through their workflows, and ensure a seamless in-store checkout experience. You will collaborate closely with onboarding, installation, and advanced support teams to provide a consistent and exceptional customer journey.
Primary Responsibilities:
Deliver exceptional support via phone, chat, and ticketing systems for grocery stores utilizing our iOS POS system.
Diagnose and resolve issues pertaining to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers.
Assist with core POS workflows, including checkout processes, scanning, payments, refunds, drawer balancing, inventory updates, and reporting.
Guide customers with basic iOS device settings, connectivity challenges, and peripheral pairing.
Identify and troubleshoot common software issues within the POS application and back-office tools.
Document issues, actions taken, and resolutions thoroughly within the support ticketing system.
Escalate complex or unresolved issues to higher-level support or engineering teams with detailed context.
Work alongside onboarding and installation teams to support newly operational stores.
Recognize recurring issues and provide constructive feedback to product and support leadership.
Maintain professionalism and composure in high-pressure retail environments while assisting customers.

