Technical Support Expert I

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

About the role

The Technical Support Expert I provides expert support for payment devices, printers, and related hardware. This role combines deep technical knowledge with strong customer service skills to ensure timely resolution of hardware and connectivity issues while guiding clients clearly and maintaining service excellence.

What you'll do

Process Optimization

• Follow and refine standard procedures to ensure consistent hardware support.

• Identify recurring hardware or connectivity issues and suggest workflow improvements.

• Document case outcomes accurately in CRM and ticketing systems (e.g., Salesforce, Zendesk, Freshdesk).

Technical Support & Troubleshooting

• Troubleshoot and resolve issues with payment devices, printers, scanners, and peripherals.

• Configure and set up hardware devices, including connectivity via USB, Bluetooth, or Wi-Fi.

• Guide clients through firmware updates, driver installation, and system compatibility fixes.

• Diagnose connectivity and network issues, including LAN/WAN setups and IP configuration.

• Support POS systems and their integration with hardware devices.

Client Advocacy & Communication

• Communicate technical solutions clearly and empathetically to non-technical clients.

• Serve as a trusted advocate, ensuring timely and effective resolution.

• Maintain professionalism during high call volumes or challenging interactions.

   

Operational Excellence & Collaboration

• Manage multiple tickets, prioritize workload, and ensure SLA compliance.

• Collaborate with escalation teams, leadership, and subject matter experts for complex issues.

• Participate in team knowledge sharing and contribute to process improvements.

What you'll need

• Hardware troubleshooting and device configuration (payment devices, printers, scanners).

• Basic networking knowledge (LAN/WAN, IP addressing, connectivity tools).

• Familiarity with operating systems: Windows, Android, iOS.

• Customer-focused communication, empathy, and active listening.

• Systematic problem-solving and diagnostic skills.

• Strong multitasking, time management, and organizational abilities.

• Experience with CRM and remote support tools (Salesforce, TeamViewer, LogMeIn).

• Team collaboration, adaptability, and resilience under pressure.

• Depth of experience in technical support or customer-facing hardware troubleshooting roles.

• Experience with POS systems and peripheral device integrations preferred..

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 IT, Networking, Hardware Support, or a related field 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.

What We Offer

• Base Salary: $20,400 MXN gross per month

• Performance bonus up to $3,660.00 MXN

• Private health insurance

• Dental insurance

• All Mexican laws benefit

• 20-day Christmas bonus (Aguinaldo)

• TotalPass membership

• Professional development and career growth opportunities

SpotOn is an E-Verify company.