# Customer Support Representative - Company: [Vori]() - Location: USA - Remote: Yes - Team: Operations - Employment type: Full Time - Posted: February 20, 2026 ## Job description As a Support Representative, you will be on the front lines helping grocery store customers resolve issues related to our iOS-based POS software and hardware. This role focuses on troubleshooting day-to-day operational issues, guiding customers through workflows, and ensuring minimal disruption to in-store checkout. You will work closely with onboarding, installers, and advanced support teams to deliver a consistent and high-quality customer experience. **Key Responsibilities:** * 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 **Qualifications & Skills:** * **Required:** + 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 **\* Preferred:** + Experience supporting grocery, retail, or hospitality POS systems + Familiarity with payment processing and EMV devices + Experience using ticketing systems such as Zendesk, Freshdesk, or similar + Comfort working in a fast-paced, high-volume support environment ## Apply [Apply on Vori]() Canonical job page: