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SpotOn is a restaurant technology company offering award-winning point-of-sale (POS) systems and AI-powered profit tools for independent restaurants. The company has been named the #1 Restaurant POS by G2 and is recognized as a Great Place to Work.
The Software Support Expert I role is a frontline technical support position focused on delivering high-quality customer service to restaurant operators. You will handle routine software and technical troubleshooting for SpotOn's POS systems, payment devices, and peripherals, while developing deeper technical expertise over time.
Key responsibilities include:
**Technical Support & Troubleshooting:** Diagnose and resolve common software and hardware issues for POS systems and payment terminals. Guide clients through basic configuration, updates, and feature usage. Perform initial diagnostics, collect relevant logs, and escalate complex issues to Tier 2 Support with clear documentation.
**Client Communication:** Provide support via phone, chat, and email. Translate technical concepts into clear, accessible language for non-technical users. Demonstrate empathy and ownership in all interactions, acting as an advocate for client needs.
**Process Optimization:** Follow standard operating procedures and accurately document all interactions in CRM and ticketing systems (Talkdesk, Salesforce Service Cloud). Identify recurring issues and share feedback to improve internal processes and knowledge resources. Support the creation of client-facing documentation and self-service tools.
**Operational Excellence:** Manage multiple support cases efficiently while meeting SLA and quality standards. Collaborate with Tier 2 Support, Training, and QA teams. Participate in team training and calibration sessions. Provide limited after-hours or weekend support as scheduled.
**Requirements:**
- 1 year of professional experience in customer success or related roles
- 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 ability to explain concepts clearly
- Customer-focused mindset with commitment to resolving issues efficiently and accurately
- Detail-oriented and organized with ability to manage multiple priorities
- Foundational experience providing software or technical support, ideally in SaaS or POS settings
- Adaptable to new technologies, evolving processes, and fast-paced environments
- Willingness to work flexible shifts, including nights or weekends
- Fluent in English and Spanish (written and verbal)
- High school diploma or GED required
- Associate degree in Computer Science, Information Systems, Business, Hospitality Management, or related field preferred
- Relevant technical certifications or coursework (e.g., CompTIA A+, IT fundamentals) preferred
- Experience in fintech or SaaS environments preferred
