L1 POS Support Specialist
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Job Description
Level 1 POS Support Specialist serving as the primary contact for POS customer inquiries. Managing support tickets and ensuring high-quality service in hospitality technology solutions.
Responsibilities:
- Serve as the first and primary point of contact for customer inquiries, providing level 1 support, delivering effective solutions and clear guidance through troubleshooting processes to ensure efficient problem-solving, minimizing disruptions, and providing a positive customer experience
- Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously, ensuring compliance with SLAs
- Take ownership of customer-reported issues, by conducting thorough investigations, using tools such as Zoho Desk and JIRA to provide tailored solutions and ensure timely resolution for comprehensive support
- Collaborate with internal teams, escalating unresolved, high-priority, or complex issues to appropriate support levels, teams, or managers, ensuring seamless communication and knowledge sharing
- Provide regular status updates to customers on assigned tickets, offering detailed feedback and maintaining clear and timely communication
- Maintain detailed and accurate documentation within support tickets, outlining the investigation steps, progress, and resolution
- Diagnose and troubleshoot end-user issues, by interpreting and analyzing changelogs, event logs, and developer tools (console) to identify technical issues and deliver accurate resolutions
- Contribute to process, product, and service improvements by sharing insights from customer interactions and support experiences with relevant departments
Requirements:
- Minimum two (2) years of experience in technical support, helpdesk, or customer service roles ideally supporting software, POS systems, or similar technology environments
- Hands-on experience using, administering, or supporting any Point of Sale (POS) system (as an end user, administrator, or support specialist)
- Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)
- Bilingual English–Spanish, with strong written and verbal communication skills and the ability to explain technical concepts to non-technical users
- Strong critical thinking and problem-solving abilities with a proactive approach to troubleshooting and issue resolution
- Ability to quickly learn and adapt to new technologies, products, and procedures
- Excellent organizational and prioritization skills, with the capacity to manage multiple tasks simultaneously while meeting strict deadlines
- Strong interpersonal skills with the ability to collaborate effectively with internal teams and external stakeholders
- Customer-focused mindset with a strong commitment to delivering high-quality service and ensuring positive customer experiences
- Willingness to provide on-call support during evenings, weekends, and holidays as needed
- Availability to travel to Mexico City as required is essential for this role
Benefits:
- Overtime compensated according to Mexican labor law
- Opportunities for professional development
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