L1 POS Support Specialist

Shiji Group; Ciudad de México; Híbrido; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning platforms access

40 hours learning allowance

Global workplace

Descripción de la vacante

Shiji is a global technology company serving the hospitality industry, providing a range of integrated solutions for hotels worldwide. The Support Specialist L1, POS is the first contact for POS customers, handling level 1 support, troubleshooting, and ticket management with SLA adherence.

You will investigate issues, document findings, and coordinate with internal teams to deliver tailored solutions, while maintaining clear updates and accurate support records.

Formación

• 2+ years hands-on POS experience in food service/hospitality or 1+ year in restaurant POS support/implementation.
• Bilingual English and Spanish with strong communication skills.
• Solid understanding of restaurant POS workflows including orders, payments and cashier functions.

Responsabilidades

• Be the first point of contact for POS customers and provide level 1 support and troubleshooting guidance.
• Respond to tickets promptly per SLAs and prioritize by severity.
• Own customer-reported issues, investigate, document findings and escalate when needed.
• Provide regular status updates and clear communication to customers.
• Maintain detailed notes and resolutions in support tickets for traceability.
• Diagnose POS operational and technical issues and determine root causes.
• Update customer records and ensure case closure with quality handoff.
• Share insights with internal teams to improve processes and products.
• Attend training to stay current on product features and improvements.

Conocimientos

POS experience

Customer support

Troubleshooting

Bilingual EN/ES

MS Office

Ticketing systems

Time management

Travel readiness

Herramientas

Ticketing software

Descripción del empleo

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

The best hotels run on Shiji — day and night.

Your Role

The Support Specialist L1, POS serves as the first and primary point of contact for our Point of Sales (POS) customers, providing level 1 support, ensuring prompt resolution and exceptional service. This role is responsible for managing support tickets in accordance with established Service Level Agreements (SLAs), guiding customers through troubleshooting, prioritizing issues, and escalating complex issues when necessary. The Support Specialist L1, POS will also be responsible for conducting thorough investigations, collaborating with internal teams to provide tailored solutions, and maintaining accurate support documentation.

What You Will Do

• Serve as the first and primary point of contact for customer inquiries, providing level 1 support, delivering effective solutions and clear guidance through troubleshooting processes to ensure efficient problem-solving, minimizing disruptions, and providing positive customer experience.
• Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously, ensuring compliance with SLAs by effectively balancing priorities to maintain high service quality and resolving critical issues in a timely manner.
• Take ownership of customer-reported issues by investigating operational and system related concerns, documenting findings, and providing practical solutions or appropriate escalations with internal teams, to ensure effective problem solving, timely resolution and a positive customer experience.
• Provide regular status updates to customers on assigned tickets, offering detailed feedback and maintaining clear and timely communication, to ensure transparency and build customer trust.
• Maintain detailed and accurate documentation within support tickets, outlining the investigation steps, progress, and resolution to ensure traceability, improve future support efficiency, and maintain data integrity.
• Diagnose and Troubleshoot POS-related operational and technical issues, including software behavior, change logs, event logs, peripherals, printers, payment terminals, connectivity or user workflow issues, determining root-causes and escalating advanced technical problems as appropriate.
• Maintain and update customer records accurately in the system, ensuring proper documentation and closure of support cases to maintain a complete and organized support history.
• Contribute to process, product, and service improvements by sharing insights from customer interactions and support experiences with relevant departments, to enhance internal procedures, drive innovation, and better align offerings with customer needs.
• Participate in scheduled training sessions to stay informed on new products, features, and enhancements, ensuring the delivery of accurate and up-to-date support.
• Maintain in-depth knowledge of the department's operational procedures, products, and services to provide informed guidance, proactive support, and drive customer satisfaction.

Requirements

What We Are Looking For (Required Qualifications)

• Minimum two (2) years of hands-on experience using a Point of Sale (POS) system as part of daily operations in a food service, hospitality or similar environment, OR a minimum of one (1) year of experience providing technical support, troubleshooting, configuration, training, or implementation support for restaurant POS systems.
• Bilingual in English and Spanish, with strong verbal and written communication skills, with the ability to explain technical issues and solutions clearly to non-technical users.
• Solid understanding of common restaurant POS workflows and operational processes, including order management, payments, and cashier functions.
• Strong technical aptitude and the ability to quickly learn new software applications, systems, and support procedures. Strong critical thinking and problem-solving skills with the demonstrated ability to identify issues and apply basic troubleshooting techniques to resolve them.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Excellent organizational and prioritization skills, with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Customer-focused mindset with a commitment to delivering high quality service and ensuring customer satisfaction.
• Possession of a valid passport and willingness to travel up to 25% of the time.

Nice to Have (Preferred Qualifications)

• Experience using ticketing systems, customer support platforms, or remote support tools.
• Familiarity with ITIL concepts or service-oriented support methodologies.

Working Environment

• This position operates on a rotating shift schedule, with coverage provided 24 hours a day, 7 days a week, all year round. Employees in this role work 40 hours per week across five days and may be assigned to any shift within these operating hours. Employees assigned to daytime shifts are required to work onsite at our Mexico City office in the Polanco area, while employees assigned to designated afternoon or evening shifts work remotely. As part of the role, employees rotate between onsite and remote work arrangements based on their assigned shift schedule and operational requirements.
• As shift schedules and days off vary, employees in this role must be available and willing to work weekends and public holidays as needed to support domestic and international customers. Any applicable premium pay will be provided in accordance with company policy and applicable Mexican labor laws.
• During the initial onboarding period, employees may be assigned a standard business hours schedule and required to work onsite to support training, collaboration, and the development of role-specific knowledge and skills.

Benefits

What you’ll get from us

• A creative technology environment with ownership and responsibility.
• Feedback-driven culture where your ideas matter.
• Opportunities for professional and personal growth in a global company.
• Access to learning platforms such as OpenUp, Pluralsight, and GoodHabitz, as well as 40 hours per year dedicated to learning & development during working time.
• A modern, well-equipped workplace in one of our multinational offices.

Interested?

We look forward to your application, including your possible starting date and salary expectations.