Customer Service Representative – POS Technical Support

Discover your 100% YOU with MicroSourcing!

Position: Customer Service Representative – POS Technical Support

Location: TDB

Work setup & shift: TBD

Why join MicroSourcing? You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.

• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

• Career Growth: Take advantage of opportunities for continuous learning and career advancement.

• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Customer Service Representative – POS Technical Support, you will be the first point of contact for US restaurant owners and staff who need assistance with the client's point-of-sale (POS) platform. You will provide calm, clear, and friendly support, helping merchants resolve issues quickly so they can keep their operations running smoothly. You will:

• Handle inbound calls and live chats from US restaurant merchants, providing professional, empathetic, and timely assistance.

• Answer how-to questions and guide merchants through the POS platform, kitchen display systems, online ordering, payment processing, and menu management.

• Troubleshoot hardware, including tablets, printers, card readers, and cash drawers, as well as Wi-Fi, network connectivity, application, and settings issues.

• Apply menu and account updates based on merchant requests and established client procedures.

• Document every interaction accurately in the ticketing system, using the appropriate case category, priority, and details.

• Escalate complex or urgent concerns to Tier 2 support with complete and clear notes, and follow through until the issue is resolved.

• Manage frustrated or upset customers calmly, de-escalate concerns, and maintain positive merchant relationships.

• Meet established quality, productivity, and customer-satisfaction targets, and participate in coaching and calibration sessions.

• Share recurring issues and customer feedback with the Team Leader to help improve the product, support processes, and knowledge base.

What You Need:

Non-negotiables

• Excellent spoken and written English communication skills, with a clear, neutral accent and confidence using US idioms, a conversational tone, and small talk. Benchmark: Versant 65+ or vendor equivalent, CEFR C1.

• At least 1 year of experience in a US-facing voice or chat account; technical support or SaaS experience is strongly preferred.

• Comfortable using computers and tablets, with basic networking knowledge and the ability to follow and explain troubleshooting steps.

• Typing speed of at least 40 WPM with high accuracy.

• Ability to multitask by speaking with customers, typing, and navigating multiple systems simultaneously.

• Patient and calm under pressure, with a strong sense of ownership and the ability to learn new products quickly.

• Willingness to work any shift in a 24/7 schedule, including weekends and holidays.

• College-level education or equivalent work experience.

Preferred skills/expertise

• Experience supporting restaurants, retail, hospitality, point-of-sale (POS), or payment systems.

• Previous restaurant or food-service experience, with an understanding of busy kitchen and front-of-house operations.

• Familiarity with ticketing platforms such as Zendesk, Salesforce, or Freshdesk, and remote support tools.

• Spanish language proficiency is an advantage.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self – we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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