Frontline POS Support Specialist I

SpotOn; Ciudad de México; On-site; MXN 760,000 - 1,158,000; Full time

Job summary

SpotOn is seeking a Support Expert I to deliver frontline software and technical support for restaurant POS systems and peripherals. You will document interactions, assist customers with configuration, and escalate complex issues to Tier 2, while maintaining a positive client experience across phone, chat, and email.

You’ll work with cross-functional teams to improve processes and knowledge resources, contribute to self-service tools, and demonstrate empathy and ownership in every interaction.

Qualifications

• 1 year of professional experience in customer success or related roles.
• Experience in fintech or SaaS environments preferred.
• High school diploma or GED required; associate degree preferred.

Responsibilities

• Follow standard operating procedures to deliver consistent, high-quality support.
• Accurately document client interactions, troubleshooting steps, and resolutions in CRM and ticketing systems (Talkdesk, Salesforce Service Cloud).
• Identify recurring questions or issues and share feedback to improve internal processes and knowledge resources.
• Support creation and maintenance of client-facing documentation and self-service tools.
• Troubleshoot and resolve routine software and technical issues for POS systems, payment devices, and peripherals.
• Guide clients through basic configuration, updates, and usage of POS software features.
• Escalate complex issues to Tier 2 Support with smooth handoffs and accurate case documentation.
• Communicate clearly across phone, chat, and email; translate technical info for non-technical users.
• Collaborate with Tier 2, Training, and QA teams to improve client experience and workflows.
• Provide limited after-hours or weekend support as scheduled.

Job description

SpotOn is seeking a Support Expert I to deliver frontline software and technical support for restaurant POS systems and peripherals. You will document interactions, assist customers with configuration, and escalate complex issues to Tier 2, while maintaining a positive client experience across phone, chat, and email.

You’ll work with cross-functional teams to improve processes and knowledge resources, contribute to self-service tools, and demonstrate empathy and ownership in every interaction.