Software Support Expert I

• Named the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users

About the role

The Support Expert I delivers frontline software and technical support, helping clients resolve common issues and navigate software features effectively. This role focuses on accurate case handling, clear communication, and developing technical expertise while ensuring a consistent, positive client experience. The Support Expert I collaborates with Tier 2 Support and internal teams to escalate complex issues and continuously improve service delivery.

What you'll do

Process Optimization

• Follow standard operating procedures to deliver consistent, high-quality support.

• Accurately document all client interactions, troubleshooting steps, and resolutions in CRM and ticketing systems (e.g., Talkdesk, Salesforce Service Cloud).

• Identify recurring questions or issues and share feedback to improve internal processes and knowledge resources.

• Support the creation and maintenance of client-facing documentation and self-service tools.

Technical & Software Support & Troubleshooting

• Troubleshoot and resolve routine software and technical issues for Restaurant POS systems, payment devices, and peripherals.

• Guide clients through basic configuration, updates, and usage of POS software features.

• Perform initial diagnostics and collect relevant logs or data to assist in issue resolution.

• Escalate complex or unresolved issues to Tier 2 Support while ensuring smooth handoff and accurate case documentation.

• Learn and apply troubleshooting best practices to continuously strengthen technical proficiency.

Client Advocacy & Communication

• Communicate clearly and professionally across phone, chat, and email channels.

• Translate technical information into easy-to-understand guidance for non-technical users.

• Demonstrate empathy, patience, and ownership in all client interactions.

• Act as a client advocate by documenting recurring issues and product feedback for leadership review.

Operational Excellence & Collaboration

• Manage multiple support cases efficiently while maintaining SLA and quality standards.

• Collaborate closely with Tier 2 Support, Training, and QA teams to improve client experience and internal workflows.

• Participate in team training, calibration, and feedback sessions to build product knowledge and service consistency.

• Provide limited after-hours or weekend support as scheduled.

What you'll need

• Foundational troubleshooting and analytical skills for software and hardware environments.

• Working knowledge of Restaurant POS software, payment terminals, and peripheral devices.

• Basic understanding of system connectivity and networking fundamentals (Wi-Fi, IP configuration, Bluetooth pairing).

• Familiarity with CRM or ticketing platforms such as Talkdesk, or Salesforce Service Cloud.

• Strong written and verbal communication skills, with the ability to explain concepts simply and clearly.

• Customer-focused mindset with commitment to resolving issues efficiently and accurately.

• Detail-oriented and organized with the ability to manage multiple priorities.

• Foundational experience providing software or technical support, ideally within a SaaS or POS setting.

• Adaptable to new technologies, evolving processes, and a fast-paced team environment.

• Willingness to work flexible shifts, including nights or weekends, as needed.

Previous Experience

• 1 year of professional experience in customer success or related roles.

• Experience in fintech or SaaS environments preferred.

Education / Professional Training

• A high school diploma or GED is required.

• Associate degree in Computer Science, Information Systems, Business, Hospitality Management, or a related field preferred.

• Relevant technical certifications or coursework (e.g., CompTIA A+, IT fundamentals) are preferred.

• An equivalent combination of education and experience may be considered.

Languages & Level of Proficiency

• Fluent in English and Spanish (written and verbal).

• Additional languages are preferred but not required.

SpotOn is an E-Verify company.