Customer Support Representative

Vori, Inc; United States; Remote; USD 40,000 - 55,000; Full time

Job summary

A tech company for retail solutions is seeking a Support Representative in the United States. This role focuses on providing technical support for grocery store customers using iOS-based POS systems, troubleshooting hardware and software issues, and ensuring a smooth customer experience. Candidates should have experience in technical support, familiarity with POS systems, and strong communication skills. Flexibility for scheduled shifts is required in this fast-paced environment.

Qualifications

• 1–3 years of experience in technical support, customer support, or retail technology support.
• Familiarity with iOS devices, including troubleshooting basic settings.

Responsibilities

• Provide phone, chat, and ticket-based support for grocery stores using the iOS POS system.
• Troubleshoot iPad POS terminals and peripheral devices.
• Support core POS workflows, including checkout and inventory updates.

Skills

Technical support experience

iOS device familiarity

POS systems support

Problem-solving skills

Communication skills

Job description

Overview

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.

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