Support Specialist L1

About the role

The Support Specialist L1 will be the first point of contact for customers, delivering level‑1 assistance for point‑of‑sale (POS) systems. You will troubleshoot issues, keep customers informed, and ensure a smooth, positive experience.

Key responsibilities

• Respond promptly to support tickets, prioritising by severity and meeting SLA targets.
• Investigate and resolve operational or system‑related issues, documenting findings and escalating when necessary.
• Provide regular status updates to customers and maintain accurate ticket records.
• Diagnose POS hardware and software problems, including printers, payment terminals, connectivity, and workflow issues.
• Update customer records and close cases with complete documentation.
• Share insights to improve processes, products, and services.
• Participate in training on new products and features.

Required profile

• High‑school diploma (Bachillerato General) or equivalent.
• At least 3 years of experience in technical support or a related field.
• Proficiency in English.
• Familiarity with POS environments and restaurant management software.

Required skills

• POS system troubleshooting
• Payment terminal and printer support
• Connectivity and network troubleshooting
• Ticketing and documentation tools

What we offer

• Full‑time, on‑site role in Mexico City.
• Opportunities for professional growth and continuous training.