Customer Support Representative

USA, Remote. Posted 8 months ago

The role

You will provide support to grocery store customers regarding iOS-based POS software and hardware. You will troubleshoot operational issues and guide customers through workflows to ensure minimal disruption to in-store checkout.

What you will do

Provide phone, chat, and ticket-based support for grocery stores using iOS POS system
Troubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales, 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
Document issues, steps taken, and resolutions within the support ticketing system
Escalate complex or unresolved issues to higher-level support or engineering teams
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 in high-pressure retail environments

Required qualifications

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

Nice to have

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

About the company

vori