Technical Support Representative

SpotOn; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A tech-focused company in Mexico City is looking for a Tech Expert to provide hardware and tech support for payment devices. The ideal candidate should have strong troubleshooting skills and a knack for customer service. This role offers a competitive salary, performance bonuses, and benefits including food vouchers and comprehensive insurance. Flexibility in scheduling is essential, and a passion for technology is a must.

Servicios

Food Vouchers

Gym membership

Career Development Opportunities

Life Insurance

Dental Insurance

Formación

• Strong hardware and networking troubleshooting skills.
• Experience with CRM and remote support tools.
• Clear and assertive communication with customers.

Responsabilidades

• Diagnose and resolve issues with payment devices.
• Guide customers through setup and configuration.
• Assist with network setups and connectivity diagnostics.

Conocimientos

Hardware troubleshooting

Networking basics

Customer service skills

Problem-solving

Multitasking

CRM system knowledge

Herramientas

Salesforce

Zendesk

Freshdesk

Descripción del empleo

About SpotOn

We’re not just building restaurant tech—we’re giving independent restaurants the tools to compete and win. From our award‑winning point‑of‑sale to AI‑powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.

• Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users
• Rated the top‑rated point‑of‑sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
• Awarded Great Places to Work and Best Workplaces for multiple years running

We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.

Job Summary

The Tech Expert provides hardware and tech support for payment devices, printers, and peripherals. This role requires a strong technical background, troubleshooting skills, and excellent customer service to assist with hardware‑related issues.

Work Schedule

We are looking for candidates with scheduling flexibility to support our business operations (running from 6:00 a.m. to 11:00 p.m.). Initial shifts for this role may include:

• 11:00 a.m. – 8:00 p.m.
• 4:00 p.m. – 11:00 p.m.

Please note that all schedules are based on operational needs and may be modified with advance notice. We encourage you to discuss current shift availability with your recruiter.

Key Responsibilities

✅Hardware & Technical Support

• Diagnose and resolve issues with payment devices, printers, and scanners.
• Guide customers through setup, configuration, and firmware updates.
• Troubleshoot connectivity issues (USB, Bluetooth, Wi‑Fi, TCP/IP).
• Support POS system integrations and basic OS navigation (Windows, Android, iOS).

✅IT & Networking Basics (Must‑Have)

• Assist with network setups, IP configurations (Static vs. DHCP), and connectivity diagnostics.
• Explain basic commands (e.g., PING, CMD) and guide customers through cabling setup.
• Differentiate between modems, routers, and switches for troubleshooting.

✅Customer‑Centric Support (Must‑Have)

• Communicate technical solutions clearly and avoid jargon.
• Handle calls professionally, managing frustrated customers with empathy.
• Follow escalation procedures and document cases accurately.

✅Problem‑Solving & Troubleshooting

• Use step‑by‑step workflows to identify root causes (hardware, software, or user error).
• Collaborate with senior teams on complex issues outside standard procedures.

✅Multitasking & Organization

• Manage multiple cases efficiently and prioritize based on SLA requirements.
• Use CRM systems (Salesforce preferred) to log cases and track resolutions.

✅Tools & System Knowledge

• Operate ticketing systems (Zendesk, Freshdesk, Salesforce).
• Utilize remote support tools (TeamViewer, LogMeIn) for troubleshooting.

✅Interpersonal & Teamwork Skills

• Share knowledge with teammates to improve support efficiency.
• Stay composed under high call volumes and adapt to new updates quickly.

Ideal Candidate Skills

✔ Strong hardware and networking troubleshooting skills
✔ Clear and assertive communication with customers
✔ Ability to multitask and manage case documentation effectively
✔ Experience with CRM and remote support tools
✔ Team‑oriented with a problem‑solving mindset

What We Offer:

• Base Salary:$18,250.00 MXN +Performance Bonus:$3,660.00 MXN
• Food Vouchers:$1,500.00 MXN per month
• Comprehensive Benefits: Law benefits, SGMM, Dental Insurance, Life Insurance
• Work‑Life Balance:Two days off per week
• Perks:Total Pass (gym membership), Career Development & Growth Opportunities

This role is ideal for a tech‑savvy professional who enjoys problem‑solving, customer interaction, and working in a fast‑paced support environment.

#Li‑Onsite

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e‑verify company.