L1 POS Support Specialist

Job Summary:

The Level 1 (L1) POS Support Specialist will serve as the first and primary point of contact for our Point of Sales (POS) customers, providing level 1 support, ensuring prompt resolution and exceptional service. This role will involve managing support tickets in accordance with established Service Level Agreements (SLAs), guiding customers through troubleshooting, prioritizing issues, and escalating complex issues when necessary. The L1 POS Support Specialist will also be responsible for conducting thorough investigations, collaborating with internal teams to provide tailored solutions, and maintaining accurate support documentation. Additionally, this role will participate in ongoing training to stay current with new products and best practices, ensuring a seamless support experience and continuous improvement in service delivery for our POS customers.

Additionally, depending on business needs, the role may transition to an evening or night shifts after a few months. When this occurs, hybrid work will be considered.

What You'll Do:

• 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 by effectively balancing priorities to maintain high service quality and resolving critical issues in a timely manner.
• 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, knowledge sharing, and adherence to escalation procedures to promote effective problem-solving, reduce escalations, and ensure timely resolution.
• Provide regular status updates to customers on assigned tickets, offering detailed feedback and maintaining clear and timely communication, to ensure transparency and build customer trust.
• Maintain detailed and accurate documentation within support tickets, outlining the investigation steps, progress, and resolution to ensure traceability, improve future support efficiency, and maintain data integrity.
• Diagnose and troubleshoot end-user issues, by interpreting and analyzing changelogs, event logs, and developer tools (console) to identify technical issues, determine root causes, and deliver accurate resolutions.
• Contribute to process, product, and service improvements by sharing insights from customer interactions and support experiences with relevant departments, to enhance internal procedures, drive innovation, and better align offerings with customer needs.
• Maintain and update customer records accurately in the system, ensuring proper documentation and closure of support cases to maintain a complete and organized support history.
• Participate in scheduled training sessions to stay informed on new products, features, and enhancements, ensuring the delivery of accurate and up-to-date support.
• Maintain in-depth knowledge of the company's operational procedures, products, and services to provide informed guidance, proactive support, and drive customer satisfaction.

Minimum Qualifications (knowledge, skills, and abilities):

• 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, with overtime compensated according to Mexican labor law, and ability to work evening or night shifts.

Preferred Qualifications/Nice to Have:

• Previous experience working in hospitality or supporting systems used in hotels, restaurants, or retail environments.
• ITIL Service Management certification or coursework.