Customer Support Representative

Vori; East Palo Alto (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Vori, located in East Palo Alto, California, is seeking a Support Representative to assist grocery store customers with their iOS-based POS software and hardware. This role involves troubleshooting operational issues, guiding customers through workflows, and ensuring a smooth in-store checkout experience.

The ideal candidate will have 1-3 years of relevant experience and strong problem-solving abilities. Excellent communication skills are essential, and the role may require evening or weekend shifts. Join us to deliver high-quality customer support!

Qualifications

• 1–3 years of experience in technical support or retail technology support.
• Strong verbal and written communication skills are essential.
• Ability to work scheduled shifts, including evenings or weekends if required.

Responsibilities

• Provide phone, chat, and ticket-based support for grocery stores.
• Troubleshoot issues related to POS terminals and devices.
• Assist customers with iOS device settings and connectivity issues.
• Diagnose common software issues with the POS app.

Skills

Technical support experience

iOS device familiarity

POS system support

Problem-solving skills

Communication skills

Tools

Ticketing systems (e.g., Zendesk, Freshdesk)

Job description

As a Support Representative, you will be on the front lines helping grocery store customers resolve issues related to our iOS-based POS software and hardware. This role focuses on troubleshooting day-to-day operational issues, guiding customers through workflows, and ensuring minimal disruption to in-store checkout. You will work closely with onboarding, installers, and advanced support teams to deliver a consistent and high-quality customer experience.

Key Responsibilities:

• Provide phone, chat, and ticket-based support for grocery stores using our iOS POS system
• Troubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers
• Support core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reporting
• Assist customers with basic iOS device settings, connectivity issues, and peripheral pairing
• Diagnose and resolve common software issues within the POS app and back-office tools
• Clearly document issues, steps taken, and resolutions within the support ticketing system
• Escalate complex or unresolved issues to higher-level support or engineering teams with proper context
• Collaborate with onboarding and installation teams to support newly live stores
• Identify recurring issues and provide feedback to product and support leadership
• Maintain a calm, professional demeanor when supporting customers in high-pressure retail environments

Qualifications & Skills:

• Required:
  • 1–3 years of experience in technical support, customer support, or retail technology support
  • Familiarity with iOS devices (iPads, basic iOS settings, Bluetooth/WiFi troubleshooting)
  • Experience supporting POS systems or retail software
  • Basic understanding of grocery store front-end operations
  • Strong problem-solving and troubleshooting skills
  • Excellent verbal and written communication skills
  • Ability to work scheduled shifts, including evenings or weekends if required
• Preferred:
  • Experience supporting grocery, retail, or hospitality POS systems
  • Familiarity with payment processing and EMV devices
  • Experience using ticketing systems such as Zendesk, Freshdesk, or similar
  • Comfort working in a fast-paced, high-volume support environment