Job Description

This role is responsible for providing both software and hardware technical support for customers using POS systems via call, chat or mail. Primary duties include reconfiguring equipment at customer locations, providing basic operational training, and assisting during key procedures such as cashier closing, menu management, or router reconfiguration. The goal is to ensure that customers maximize the use of the POS system and receive a high-quality first line of technical support that helps us mitigate technical visits.

Main Responsibilities:

Reconfigure POS equipment and systems.
Train clients on the operational use of the system.
Provide technical support to customers with technical questions and issues.
Train customers on the use of the POS system and its functionalities.
Provide operational and technical assistance, ensuring that customers understand and efficiently use the system.
Monitor the progress of each request daily and carry out the activities agreed with the client.
Perform tests, investigate and provide solutions to assigned activities and tasks.
Channel requirements 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.
Schedule flexibility including holidays, weekends and evening hours
Basic use of Android, iOS and Windows operating systems
Experience with technical support and/or customer service
Basic networking knowledge
Minimum 50 PPM in text writing test
Adaptation to changes
Critical thinking and high ability to solve complex scenarios.
Intermediate level of English (ability to hold a conversation and explain troubleshooting processes to clients step by step).
Good command of basic mathematical operations.
Familiarity with remote support tools and ticketing systems (preferable but not limited to Freshdesk)",