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SpotOn is a restaurant technology company providing point-of-sale systems and AI-powered profit tools to independent restaurants. The Support Expert I role is a frontline technical support position focused on delivering software and technical assistance to restaurant clients.
In this role, you will troubleshoot and resolve routine software and technical issues for SpotOn's POS systems, payment devices, and peripherals. You'll guide clients through basic configuration, updates, and feature usage, performing initial diagnostics and collecting relevant logs to assist in resolution. Complex or unresolved issues are escalated to Tier 2 Support with accurate documentation.
Key responsibilities include:
- Following standard operating procedures to deliver consistent, high-quality support across phone, chat, and email channels
- Accurately documenting all client interactions, troubleshooting steps, and resolutions in CRM and ticketing systems (Talkdesk, Salesforce Service Cloud)
- Identifying recurring questions or issues and sharing feedback to improve internal processes and knowledge resources
- Supporting the creation and maintenance of client-facing documentation and self-service tools
- Managing multiple support cases efficiently while maintaining SLA and quality standards
- Collaborating with Tier 2 Support, Training, and QA teams to improve client experience
- Translating technical information into easy-to-understand guidance for non-technical users
- Demonstrating empathy, patience, and ownership in all client interactions
- Participating in team training, calibration, and feedback sessions
- Providing limited after-hours or weekend support as scheduled
Required qualifications include foundational troubleshooting and analytical skills, working knowledge of restaurant POS software and payment terminals, basic understanding of system connectivity and networking fundamentals, familiarity with CRM or ticketing platforms, strong written and verbal communication skills, and at least 1 year of professional experience in customer success or related roles. Fluency in English and Spanish (written and verbal) is required. A high school diploma or GED is required; an Associate degree in Computer Science, Information Systems, Business, Hospitality Management, or related field is preferred. Experience in fintech or SaaS environments is preferred.
