Customer Support Representative

🕒 February 20

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Vori

WebsiteLinkedInAll Job Openings

11 - 50 employees

💰 $10M Series A on 2022-08

Vori is the only modern operating system for the grocery industry, giving small and mid-sized supermarkets a performance edge to compete against retail giants and combat macroeconomic forces such as inflation, the labor crisis, the rise of e-commerce, and supply chain issues. Vori’s grocery OS combines inventory management workflows and a modern point-of-sale system into a single platform, seamlessly connecting data across the food supply chain.

📋 Description

• 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)