Customer Support Representative

POS360, Inc.; Westlake Village (CA); On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Vision insurance

Paid time off

Free on-site gym access

Job summary

POS360, Inc. in Westlake Village, CA is seeking a Client Support Representative to be the first point of contact for merchant clients. You will provide timely, knowledgeable assistance across phone, email, and SMS, ensuring seamless operations and effective use of the POS360 ecosystem.

Ideal candidates are tech-savvy, patient, and able to translate technical concepts for non-technical audiences. This full-time role offers health benefits, paid time off, and on-site gym access.

Qualifications

• Minimum 6 months of experience in a client-facing role.
• Troubleshoot hardware and software in live production.
• Strong written and verbal communication for non-technical audiences.

Responsibilities

• Be the first point of contact for merchant inquiries via phone, email, and SMS.
• Triages and routes requests to appropriate teams to resolve issues.
• Provide remote product training and monitor POS system health to minimize downtime.
• Collaborate with internal teams and vendors for accurate account setup and pricing.

Skills

Customer support

Troubleshooting

Communication

Education

Associate's degree

Tools

Zoom Contact Center

Job description

We are a rapidly growing technology company specializing in point-of-sale payment processing and delivery integrations for locally owned brick-and-mortar stores. Our mission is to accelerate the transition from traditional electronic cash registers to powerful new point of sale products. Our highly specialized systems address the specific pain points identified through over a decade of working with neighborhood stores, markets, and restaurants. With an unrivaled dedication to delivering superior tools that are easy to use and a technical team providing industry-leading support, our systems open the door to the next level of success for our clients.

About The Role

As a Client Support Representative, I (CSR1), you will be the first point of contact for our merchant clients, providing timely, knowledgeable assistance across phone, email, and SMS channels. You will develop deep familiarity with the POS360 ecosystem and play a critical role in ensuring our clients experience seamless, uninterrupted operations. This role is ideal for a tech-savvy, client-focused professional who thrives in a fast-paced environment and takes pride in delivering exceptional service.

What You’ll Own & Drive

POS Ecosystem Knowledge & Technical Proficiency

• Develop and maintain comprehensive working knowledge of POS360 software, hardware, and all attached peripherals.
• Support the assembly, configuration, and deployment of terminals and processing equipment; assist with inventory management.
• Learn and apply a variety of internal software applications as required by the role.
• Serve as the primary point of contact for inbound client inquiries via telephone, email, and SMS.
• Accurately triage and route calls and support requests to the appropriate team members or departments.
• Utilize Zoom Contact Center and its full suite of features to manage and document client interactions.
• Conduct remote product training sessions with merchants using screen-share technology, ensuring clients are confident and capable users of their POS systems.
• Collaborate with internal departments, external agents, and vendors to ensure accurate account setup and appropriate pricing structures for each merchant.
• Proactively monitor and maintain the health of merchant POS systems, escalating issues as needed to minimize client downtime.

Qualifications

Required

• Minimum 6 months of experience in a client-facing or customer service role
• Demonstrated ability to troubleshoot both hardware and software issues in a live production environment.
• Strong written and verbal communication skills, with the ability to translate technical concepts clearly and professionally for non-technical audiences.

Preferred

• Associate's degree in Computer Science, Marketing, Communications, or related field.
• Prior experience supporting POS systems in retail, restaurant, or hospitality environments.
• Exposure with payment processing workflows or PCI-compliant environments.
• Bilingual proficiency in English/Spanish or English/Arabic is a significant plus.
• 401(k) matching
• Health insurance
• Vision insurance
• Paid time off
• Free on-site gym access

Position is full-time from our Westlake Village, CA office.

Compensation: $22.00 hour

POS360, Inc, Is A Drug Free Workplace

Please note that POS360 is a drug-free workplace and all candidates are required to undergo a pre-employment drug screening before being fully employed. This policy is in place to ensure the safety and health of all employees.

POS360, Inc. Is An Equal Opportunity Employer

Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.