Technical Support Representative - SpotOn
At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.
Recently, SpotOn was:
- Named one of Fast Company’s Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.
That’s where you come in.
Job Summary
The Tech Expert provides hardware and tech support for payment devices, printers, and other peripherals. This role requires a strong technical background, troubleshooting skills, and excellent customer service to assist with hardware-related issues.
Key Responsibilities
✅ Hardware & Technical Support
- Diagnose and resolve issues with payment devices, printers, and scanners.
- Guide customers through setup, configuration, and firmware updates.
- Troubleshoot connectivity issues (USB, Bluetooth, Wi-Fi, TCP/IP).
- Support POS system integrations and basic OS navigation (Windows, Android, iOS).
✅ IT & Networking Basics (Must-Have)
- Assist with network setups, IP configurations (Static vs. DHCP), and connectivity diagnostics.
- Explain basic commands (e.g., PING, CMD) and guide customers through cabling setup.
- Differentiate between modems, routers, and switches for troubleshooting.
✅ Customer-Centric Support (Must-Have)
- Communicate technical solutions clearly and avoid jargon.
- Handle calls professionally, managing frustrated customers with empathy.
- Follow escalation procedures and document cases accurately.
✅ Problem-Solving & Troubleshooting
- Use step-by-step workflows to identify root causes (hardware, software, or user error).
- Collaborate with senior teams on complex issues outside standard procedures.
✅ Multitasking & Organization
- Manage multiple cases efficiently and prioritize based on SLA requirements.
- Use CRM systems (Salesforce preferred) to log cases and track resolutions.
✅ Tools & System Knowledge
- Operate ticketing systems (Zendesk, Freshdesk, Salesforce).
- Utilize remote support tools (TeamViewer, LogMeIn) for troubleshooting.
✅ Interpersonal & Teamwork Skills
- Share knowledge with teammates to improve support efficiency.
- Stay composed under high call volumes and adapt to new updates quickly.
Ideal Candidate Skills
✔ Strong hardware and networking troubleshooting skills
✔ Clear and assertive communication with customers
✔ Ability to multitask and manage case documentation effectively
✔ Experience with CRM and remote support tools
✔ Team-oriented with a problem-solving mindset
What We Offer:
- Base Salary: $18,250.00 MXN + Performance Bonus: $3,660.00 MXN
- Food Vouchers: $1,500.00 MXN per month
- Comprehensive Benefits: Law benefits, SGMM, Visual Insurance, Dental Insurance, Life Insurance
- Work-Life Balance: Two days off per week
- Perks: Total Pass (gym membership), Career Development & Growth Opportunities
This role is ideal for a tech-savvy professional who enjoys problem-solving, customer interaction, and working in a fast-paced support environment. 🚀
#LI-Onsite
SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
SpotOn is an e-verify company.
Last updated: 17 hours ago
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