Support Expert I (Afternoon Shift)

About SpotOn

We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.

• Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users

• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

• Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running

We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.

Position Objective

The Software Support Expert I provides friendly, knowledgeable, and efficient software support, acting as a trusted client advocate. This role ensures timely issue resolution, clear communication, and a seamless experience, helping clients get the most value from our products.

**Shift required from 3:00 PM to 11:30 PM**

• This may be a temporary schedule and is subject to change based on business needs.

• While on the afternoon shift, the work arrangement will be 100% remote.

• If the schedule changes to a daytime shift, the work arrangement will become hybrid (3 days in the office and 2 days at home).

• Shift times may vary within the service window of 6:00 AM to 11:30 PM.

Responsibilities

Process Optimization

• Follow Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and internal checklists to ensure consistent software support.

• Identify and report software-related process gaps or recurring issues to support continuous improvement.

• Review case outcomes to ensure accuracy, consistency, and adherence to documented workflows.

Software Support & Troubleshooting

• Provide knowledgeable support on software features, workflows, and functionality.

• Guide clients through step-by-step software processes to resolve usage questions.

• Escalate software issues beyond standard workflows when necessary.

Client Advocacy & Communication

• Act as a trusted client advocate, ensuring seamless case management and timely resolution of software-related inquiries.

• Educate clients on software best practices, features, and self-service resources.

• Communicate clearly with clients to simplify complex software concepts.

Operational Excellence & Collaboration

• Manage multiple software-related cases while maintaining service quality and responsiveness.

• Document client interactions accurately in CRM and support tools (e.g., Salesforce).

• Collaborate with team members to share knowledge and improve software support processes.

Skills & Knowledge

• Customer Focus: Demonstrated commitment to delivering an exceptional client experience.

• Technical Proficiency: Working knowledge of software, hardware, and system integrations.

• Communication: Clear and professional communicator with both technical and non-technical audiences.

• Problem-Solving: Strong analytical and troubleshooting skills.

• Adaptability: Thrives in dynamic, fast-paced environments with evolving technology.

• Organization: Skilled in multitasking and maintaining thorough documentation.

• Support: Experience providing customer or technical support, preferably in SaaS or POS environments, with proven success resolving issues and managing client relationships.

Previous Experience

• 1 year of professional experience in customer success or related roles.

• Experience in fintech or SaaS environments preferred.

Education / Professional Training

• A high school diploma or GED is required.

• An Associate degree in Computer Science, Information Systems, Business Management, Communications, Hospitality, or a related field is preferred.

• An equivalent combination of education and experience may be considered.

Languages & Level of Proficiency

• Fluent in English and Spanish (written and verbal).

• Additional languages are preferred but not required.

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 (@spoton.com). If something seems suspicious, please contact us at [email protected].

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.