Technical Support Expert I

2 нед. назад

МексикаJuniorOnsite

salesforcecrmticketing systems

Provides expert technical support for payment devices, printers, and related hardware, combining technical knowledge and customer service to resolve hardware and connectivity issues.

О компании

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 (Summer 2026), 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 Built In’s 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, is the place for you.

Обязанности

The Technical Support Expert I provides expert support for payment devices, printers, and related hardware. This role combines deep technical knowledge with strong customer service skills to ensure timely resolution of hardware and connectivity issues while guiding clients clearly and maintaining service excellence.

Требования

Hardware troubleshooting and device configuration (payment devices, printers, scanners).
Basic networking knowledge (LAN/WAN, IP addressing, connectivity tools).
Familiarity with operating systems: Windows, Android, iOS.
Customer-focused communication, empathy, and active listening.
Systematic problem-solving and diagnostic skills.
Strong multitasking, time management, and organizational abilities.
Experience with CRM and remote support tools (Salesforce, TeamViewer, LogMeIn).
Team collaboration, adaptability, and resilience under pressure.
Depth of experience in technical support or customer-facing hardware troubleshooting roles.
Experience with POS systems and peripheral device integrations preferred..

Условия

Base Salary: $20,400 MXN gross per month
Performance bonus up to $3,660.00 MXN
Private health insurance
Dental insurance
All Mexican laws benefit
20-day Christmas bonus (Aguinaldo)
TotalPass membership
Professional development and career growth opportunities
is an E-Verify company.

Другое

Follow and refine standard procedures to ensure consistent hardware support.
Identify recurring hardware or connectivity issues and suggest workflow improvements.
Document case outcomes accurately in CRM and ticketing systems (e.g., Salesforce, Zendesk, Freshdesk).
Troubleshoot and resolve issues with payment devices, printers, scanners, and peripherals.
Configure and set up hardware devices, including connectivity via USB, Bluetooth, or Wi-Fi.
Guide clients through firmware updates, driver installation, and system compatibility fixes.
Diagnose connectivity and network issues, including LAN/WAN setups and IP configuration.
Support POS systems and their integration with hardware devices.
Communicate technical solutions clearly and empathetically to non-technical clients.
Serve as a trusted advocate, ensuring timely and effective resolution.
Maintain professionalism during high call volumes or challenging interactions.
Manage multiple tickets, prioritize workload, and ensure SLA compliance.
Collaborate with escalation teams, leadership, and subject matter experts for complex issues.
Participate in team knowledge sharing and contribute to process improvements.
1 year of professional experience in customer success or related roles.
Experience in fintech or SaaS environments preferred.
A high school diploma or GED is required.
Associate degree in IT, Networking, Hardware Support, or a related field preferred.
An equivalent combination of education and experience may be considered.
Fluent in English and Spanish (written and verbal).
Additional languages are preferred but not required.