Your Role
The Support Specialist L1, POS serves as the first and primary point of contact for our Point of Sales (POS) customers, providing level 1 support, ensuring prompt resolution and exceptional service. This role is responsible for managing support tickets in accordance with established Service Level Agreements (SLAs), guiding customers through troubleshooting, prioritizing issues, and escalating complex issues when necessary. The Support Specialist L1, POS will also be responsible for conducting thorough investigations, collaborating with internal teams to provide tailored solutions, and maintaining accurate support documentation.

What You Will Do
Serve as the first and primary point of contact for customer inquiries, providing level 1 support, delivering effective solutions and clear guidance through troubleshooting processes to ensure efficient problem-solving, minimizing disruptions, and providing positive customer experience.
Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs),



prioritizing issues based on severity and urgency while managing multiple cases simultaneously, ensuring compliance with SLAs by effectively balancing priorities to maintain high service quality and resolving critical issues in a timely manner.
Take ownership of customer-reported issues by investigating operational and system-related concerns, documenting findings, and providing practical solutions or appropriate escalations with internal teams, to ensure effective problem solving, timely resolution and a positive customer experience.
Provide regular status updates to customers on assigned tickets, offering detailed feedback and maintaining clear and timely communication, to ensure transparency and build customer trust.
Maintain detailed and accurate documentation within support tickets, outlining the investigation steps, progress, and resolution to ensure traceability, improve future support efficiency, and maintain data integrity.
Diagnose

📌 Support SpecialistPOS (Ciudad de México)
🏢 Shiji Group
📍 Ciudad de México