Vori

Customer Support Representative

Vori

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

iOS

About the role

  • Provide phone, chat, and ticket-based support for grocery stores using our iOS POS system
  • Troubleshoot issues related to iPad POS terminals, payment devices, receipt printers, barcode scanners, scales (if applicable), and cash drawers
  • Support core POS workflows including checkout, scanning, payments, refunds, drawer balancing, inventory updates, and reporting
  • Assist customers with basic iOS device settings, connectivity issues, and peripheral pairing
  • Diagnose and resolve common software issues within the POS app and back-office tools
  • Clearly document issues, steps taken, and resolutions within the support ticketing system
  • Escalate complex or unresolved issues to higher-level support or engineering teams with proper context
  • Collaborate with onboarding and installation teams to support newly live stores
  • Identify recurring issues and provide feedback to product and support leadership
  • Maintain a calm, professional demeanor when supporting customers in high-pressure retail environments

Requirements

  • 1–3 years of experience in technical support, customer support, or retail technology support
  • Familiarity with iOS devices (iPads, basic iOS settings, Bluetooth/WiFi troubleshooting)
  • Experience supporting POS systems or retail software
  • Basic understanding of grocery store front-end operations
  • Strong problem-solving and troubleshooting skills
  • Excellent verbal and written communication skills
  • Ability to work scheduled shifts, including evenings or weekends if required
  • Experience supporting grocery, retail, or hospitality POS systems (Preferred)
  • Familiarity with payment processing and EMV devices (Preferred)
  • Experience using ticketing systems such as Zendesk, Freshdesk, or similar (Preferred)
  • Comfort working in a fast-paced, high-volume support environment (Preferred)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
iOS POS systemtroubleshootingpayment processingEMV devicesPOS systemsretail softwareticketing systemsBluetooth troubleshootingWiFi troubleshootinginventory updates
Soft Skills
problem-solvingtroubleshooting skillsverbal communicationwritten communicationcalm demeanorprofessionalismcollaborationfeedback provisioncustomer supporthigh-pressure environment