Job Description

This role is responsible for providing technical support for both software and hardware for customers who use POS systems via call, chat or mail. The main functions include equipment reconfiguration in customer locations, basic operational capacity and assistance during key procedures such as box lock, menu administration or router reconfiguration. The objective is to ensure that customers maximize their use of the POS system and receive a first line of high-quality technical support that helps us mitigate technical visits.

Main Responsibilities:

Reconfigure POS equipment and systems.
Train customers on the operational use of the system.
Provide technical support to customers with technical questions and problems.
Train customers on the use of the POS system and its features.
Offer operational and technical assistance, ensuring that customers understand and efficiently use the system.
Monitor the progress of each request on a daily basis and carry out the activities agreed with the client.
Carry out tests, investigate and provide solutions to assigned activities and tasks.
Channel requests and requests to the corresponding departments if required.
Provide support to colleagues and/or other departments when required.

Minimum Requirements:

Own equipment and stable internet access.
Flexible schedule including holidays, weekends and night hours
Basic use of Android, iOS and Windows operating systems
Experience with technical support and/or customer service
Basic understanding of networks
Minimum 50 PPM in text writing test
Adaptation to changes
Critical thinking and high capacity to solve complex scenarios.
Intermediate-Advanced level of English. (ability to maintain conversations and explain step-by-step troubleshooting processes to customers).
Good handling of basic mathematical operations.
Familiarity with remote assistance tools and ticketing systems (preferable but not limited to Freshdesk)",