Software Support Specialist I — Frontline Tech Support

SpotOn; Ciudad de México; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

SpotOn in Mexico City is seeking a Support Expert I to deliver frontline software and technical support for restaurant POS systems and peripherals. You will document interactions, guide clients through configurations, and collaborate with Tier 2 to resolve complex issues while maintaining strong client relationships.

Ideal candidates have troubleshooting skills, familiarity with Talkdesk/Salesforce, and a customer-focused mindset. Some shifts, including nights/weekends, may be required.

Formación

• Foundational troubleshooting and analytical skills for software and hardware environments.
• Working knowledge of Restaurant POS software, payment terminals, and peripheral devices.
• Basic understanding of networking (Wi-Fi, IP config, Bluetooth).
• Familiarity with CRM or ticketing platforms such as Talkdesk or Salesforce Service Cloud.

Responsabilidades

• Follow SOPs to deliver high-quality support and document interactions in CRM/ticketing systems.
• Troubleshoot and resolve routine software/technical issues for POS and peripherals.
• Guide clients through basic configuration, updates, and usage of POS features.
• Escalate complex issues to Tier 2 and ensure smooth handoff and documentation.
• Collaborate with teams to improve client experience and workflows.

Conocimientos

Troubleshooting

POS software knowledge

Networking basics

CRM/Ticketing (Talkdesk/Salesforce)

Written and verbal communication

Customer-focused mindset

Organizational skills

SaaS/POS support experience

Flexibility for shifts

Educación

High school diploma

Associate degree preferred

Herramientas

Talkdesk

Salesforce Service Cloud

Descripción del empleo

SpotOn in Mexico City is seeking a Support Expert I to deliver frontline software and technical support for restaurant POS systems and peripherals. You will document interactions, guide clients through configurations, and collaborate with Tier 2 to resolve complex issues while maintaining strong client relationships.

Ideal candidates have troubleshooting skills, familiarity with Talkdesk/Salesforce, and a customer-focused mindset. Some shifts, including nights/weekends, may be required.