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Salary: MXN 20,400 - 24,060 / monthly
SpotOn is a restaurant technology company providing point-of-sale systems and AI-powered profit tools to independent restaurants. The company is ranked #1 Restaurant POS by G2 and has been recognized as a Great Place to Work.
The Technical Support Expert I role combines technical expertise with customer service to support payment devices, printers, and related hardware. You will troubleshoot and resolve hardware and connectivity issues while maintaining service excellence and clear communication with clients.
Key Responsibilities:
- Troubleshoot and resolve issues with payment devices, printers, scanners, and peripherals
- Configure and set up hardware devices via USB, Bluetooth, or Wi-Fi connectivity
- 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
- Communicate technical solutions clearly and empathetically to non-technical clients
- Manage multiple support tickets, prioritize workload, and ensure SLA compliance
- Document case outcomes accurately in CRM and ticketing systems (Salesforce, Zendesk, Freshdesk)
- Identify recurring hardware or connectivity issues and suggest workflow improvements
- Collaborate with escalation teams and subject matter experts for complex issues
- Participate in team knowledge sharing and contribute to process improvements
Requirements:
- 1 year of professional experience in customer success or related roles
- Hardware troubleshooting and device configuration experience (payment devices, printers, scanners)
- Basic networking knowledge (LAN/WAN, IP addressing, connectivity tools)
- Familiarity with Windows, Android, and iOS operating systems
- Customer-focused communication, empathy, and active listening skills
- Systematic problem-solving and diagnostic abilities
- Strong multitasking, time management, and organizational skills
- 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
- Fluent in English and Spanish (written and verbal)
- High school diploma or GED required
- Associate degree in IT, Networking, Hardware Support, or related field preferred
- Experience with POS systems and peripheral device integrations preferred
- Experience in fintech or SaaS environments preferred
