Technical Support Representative
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
- Named the #1 Restaurant POS by G2(Fall 2025) based on ratings from real users
- Rated thetop-rated point-of-sale(POS) for restaurants bars retail and small businesses by Capterra users
- AwardedGreat Places to Workand Built InsBest Workplacesfor multiple years running
Job Summary
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:$18250.00 MXN Performance Bonus:$3660.00 MXN
- Food Vouchers:$1500.00 MXN per month
- Comprehensive Benefits: Law benefits SGMM 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.
#Li-Onsite
We will never ask candidates to pay fees purchase equipment or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@). If something seems suspicious please contact us at.
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.
Required Experience:
Unclear Seniority
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
