Software Support Expert I

About the Company

SpotOn provides independent restaurants with the tools to compete and win, ranging from award-winning point-of-sale systems to AI-powered profit tools. They are dedicated to helping operators boost profit and work smarter through human-backed technology solutions.

Responsibilities

• Follow Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) to ensure consistent support
• Provide knowledgeable support on software features, workflows, and functionality
• Guide clients through step-by-step software processes to resolve usage questions
• Identify and report software-related process gaps or recurring issues
• Document client interactions accurately in CRM and support tools like Salesforce
• Educate clients on software best practices and self-service resources

Requirements

• 1 year of professional experience in customer success or related roles
• Fluent in English and Spanish (written and verbal)
• High school diploma or GED required
• Technical proficiency with software, hardware, and system integrations
• Strong analytical and troubleshooting skills

Preferred Qualifications

• Experience in fintech or SaaS environments
• Associate degree in Computer Science, Information Systems, Business Management, Communications, or Hospitality

Benefits

• Base Salary: $19,800 MXN gross per month
• Performance bonus up to $3,660.00 MXN
• Private health and dental insurance
• All Mexican laws benefits
• 20-day Christmas bonus (Aguinaldo)
• TotalPass membership
• Professional development and career growth opportunities