Customer Service Representative

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
- Awarded Great Places to Work and Built In's Best Workplaces for the fourth 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.

**Join Our Customer Service Team as a Customer Service Representative**
- Location:_ Mexico City, MX
- Job Type:_ Full-Time

**Job Summary**:
The Software Expert provides technical support and customer assistance for restaurant management software, billing, menu catalogs, delivery services, and account maintenance. This role requires a mix of technical expertise, problem-solving, and excellent customer service skills to ensure quick and effective issue resolution.

**Key Responsibilities**:
**Customer Advocacy & Communication**
- Listen actively and respond empathetically to customer concerns.
- Maintain professionalism and clarity in written and verbal communication.
- Handle conflicts effectively and ensure customer satisfaction.

**Collaboration & Teamwork**
- Work with internal teams (support, sales, product) to resolve issues.

**Technical Support & Troubleshooting**
- Provide basic tech troubleshooting for software, connectivity, and account access.
- Guide customers through troubleshooting steps clearly and effectively.
- Escalate complex issues when necessary.

**Product & Process Knowledge**
- Understand the company's products, features, and policies.
- Educate customers on best practices and self-service options.

**Customer Service & Call Handling**
- Manage inbound calls professionally, ensuring quick and effective resolutions.
- Maintain a positive tone and strive for first-call resolution.

**Problem-Solving & Critical Thinking**
- Diagnose root causes of issues and provide long-term solutions.
- Think creatively to solve complex customer problems.

**Multitasking & Organization**
- Prioritize tasks, manage multiple cases, and meet service expectations.
- Maintain accurate records of customer interactions and resolutions.

**System & Tool Proficiency**
- Use CRM systems, ticketing tools, and knowledge bases efficiently.
- Stay updated on system improvements and new features.

**Ownership & Accountability**
- Take full responsibility for customer issues, ensuring resolution and follow-ups.
- Commit to high-quality service and continuous improvement.

✔ Strong communication & interpersonal skills
✔ Technical troubleshooting & problem-solving ability
✔ Customer-focused mindset with a proactive approach
✔ Ability to multitask and work efficiently under pressure
✔ Experience with support tools (e.g., Salesforce, helpdesk software)

**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
- **Perks**: Total Pass (gym membership), Career Development & Growth Opportunities

**This role is perfect for someone passionate about software support, customer service, and problem-solving in a dynamic environment.**

LI-Onsite

SpotOn is an e-verify company.