Serve as a primary point of contact for complex customer inquiries and technical escalations.
Provide timely, accurate, and professional troubleshooting and resolution.
Coordinate with cross-functional teams, including Engineering, Product, and vendors, to resolve customer issues efficiently.
Act as a subject matter expert to assist customers and internal team members with advanced troubleshooting, configuration, and system-related questions.
Contribute to knowledge base articles, documentation, and self-service materials.
Identify recurring issues and opportunities to reduce support ticket volume and improve efficiency.
Represent the voice of the customer internally by sharing feedback, pain points, and improvement opportunities.

Fluent in English and Spanish (written and verbal).
Associate’s degree in a related field or equivalent practical experience.
Minimum 2 years of experience in IT or a related field, with direct customer-facing technical support experience.
Prior experience supporting technology solutions such as payment systems, IoT devices, SaaS platforms, or similar environments.
Strong technical aptitude with the ability to learn complex software and hardware products quickly.
Excellent problem-solving, analytical, and troubleshooting skills.
Experience using support ticketing systems and CRM tools.
Ability to thrive in a fast-paced, dynamic environment with a strong focus on customer satisfaction.
Ability to travel nationally up to 30% for customer site visits or training, as required.

Help Desk

Key skills