Technical Support Representative

hace 6 días

Ciudad de México, Ciudad de México SpotOn: Corporate A tiempo completo
About SpotOn
 
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 (Fall 2025), 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, SpotOn is the place for you.

Job Summary

The Tech Expert provides hardware and tech support for payment devices, printers, and peripherals. This role requires a strong technical background, troubleshooting skills, and excellent customer service to assist with hardware-related issues.

**Work Schedule**

We are looking for candidates with scheduling flexibility to support our business operations (running from 6:00 a.m. to 11:00 p.m.). Initial shifts for this role may include:

  • 11:00 a.m. – 8:00 p.m.
  • 4:00 p.m. – 11:00 p.m.

Please note that all schedules are based on operational needs and may be modified with advance notice. We encourage you to discuss current shift availability with your recruiter.

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, 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.

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