Customer Support Representative

Responsibilities

• Provide phone, chat, and ticket-based support for grocery stores using iOS POS systems
• Troubleshoot iPad POS terminals, payment devices, receipt printers, barcode scanners, scales, and cash drawers
• Support core POS workflows including checkout, scanning, payments, refunds, and inventory updates
• Assist customers with basic iOS device settings, connectivity issues, and peripheral pairing
• Diagnose and resolve software issues within the POS app and back-office tools
• Document issues, steps taken, and resolutions within the support ticketing system
• Escalate complex 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

Requirements

• 1–3 years of experience in technical support, customer support, or retail technology support
• Familiarity with iOS devices including iPad settings and 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

Preferred Qualifications

• Experience supporting grocery, retail, or hospitality POS systems
• Familiarity with payment processing and EMV devices
• Experience using ticketing systems such as Zendesk or Freshdesk
• Comfort working in a fast-paced, high-volume support environment