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 usersWe'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-OnsiteSpotOn is an e-verify company.