Overview At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees. Recently, SpotOn was: Named one of Fast Company’s Most Innovative Companies Awarded Great Places to Work and Built In’s Best Workplaces for the fourth year in a row Selected as the Best Overall Restaurant POS by NerdWallet Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. That’s where you come in. Responsibilities The Tech Expert provides hardware and tech support for payment devices, printers, and peripherals. This role requires a strong technical background, troubleshooting skills, and excellent customer service to assist with hardware-related issues. Key Responsibilities Hardware & Technical Support Diagnose and resolve issues with payment devices, printers, and scanners. Guide customers through setup, configuration, and firmware updates. Troubleshoot connectivity issues (USB, Bluetooth, Wi-Fi, TCP/IP). Support POS system integrations and basic OS navigation (Windows, Android, iOS). IT & Networking Basics (Must-Have) Assist with network setups, IP configurations (Static vs. DHCP), and connectivity diagnostics. Explain basic commands (e.g., PING, CMD) and guide customers through cabling setup. Differentiate between modems, routers, and switches for troubleshooting. Customer-Centric Support (Must-Have) Communicate technical solutions clearly and avoid jargon. Handle calls professionally, managing frustrated customers with empathy. Follow escalation procedures and document cases accurately. Problem-Solving & Troubleshooting Use step-by-step workflows to identify root causes (hardware, software, or user error). Collaborate with senior teams on complex issues outside standard procedures. Multitasking & Organization Manage multiple cases efficiently and prioritize based on SLA requirements. Use CRM systems (Salesforce preferred) to log cases and track resolutions. Tools & System Knowledge Operate ticketing systems (Zendesk, Freshdesk, Salesforce). Utilize remote support tools (TeamViewer, LogMeIn) for troubleshooting. Interpersonal & Teamwork Skills Share knowledge with teammates to improve support efficiency. Stay composed under high call volumes and adapt to new updates quickly. Ideal Candidate Skills Strong hardware and networking troubleshooting skills Clear and assertive communication with customers Ability to multitask and manage case documentation effectively Experience with CRM and remote support tools Team-oriented with a problem-solving mindset What We Offer Base Salary: $18,250.00 MXN + Performance Bonus: $3,660.00 MXN Food Vouchers: $1,500.00 MXN per month Comprehensive Benefits: Law benefits, SGMM, Visual Insurance, Dental Insurance, Life Insurance Work-Life Balance: Two days off per week Perks: Total Pass (gym membership), Career Development & Growth Opportunities This role is ideal for a tech-savvy professional who enjoys problem-solving, customer interaction, and working in a fast-paced support environment. SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. SpotOn is an e-verify company. Seniority level Entry level Employment type Full-time Job function Information Technology Industries Software Development #J-18808-Ljbffr