About Spot On
We're not just building restaurant tech, we're giving independent restaurants the tools to compete and win.
From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people.
And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.
Named the #1 Restaurant POS by G2(Fall ****), based on ratings from real usersRated thetop-rated point-of-sale(POS) for restaurants, bars, retail, and small businesses by Capterra usersAwardedGreat Places to Workand Built In'sBest Workplacesfor multiple years runningWe move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it.
If you're looking to make an impact with heart and hustle, Spot On is the place for you.
Position ObjectiveThe Software Support Expert I provides friendly, knowledgeable, and efficient software support, acting as a trusted client advocate.
This role ensures timely issue resolution, clear communication, and a seamless experience, helping clients get the most value from our products.ResponsibilitiesProcess Optimization
Follow Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and internal checklists to ensure consistent software support.Identify and report software-related process gaps or recurring issues to support continuous improvement.Review case outcomes to ensure accuracy, consistency, and adherence to documented workflows.Software Support & TroubleshootingProvide knowledgeable support on software features, workflows,



and functionality.Guide clients through step-by-step software processes to resolve usage questions.Escalate software issues beyond standard workflows when necessary.Client Advocacy & CommunicationAct as a trusted client advocate, ensuring seamless case management and timely resolution of software-related inquiries.Educate clients on software best practices, features, and self-service resources.Communicate clearly with clients to simplify complex software concepts.Operational Excellence & CollaborationManage multiple software-related cases while maintaining service quality and responsiveness.Document client interactions accurately in CRM and support tools (e.g., Salesforce).
Collaborate with team members to share knowledge and improve software support processes.Skills & KnowledgeCustomer Focus: Demonstrated commitment to delivering an exceptional client experience.Technical Proficiency: Working knowledge of software, hardware, and system integrations.Communication: Clear and professional communicator with both technical and non-technical audiences.Problem-Solving: Strong analytical and troubleshooting skills.Adaptability: Thrives in dynamic, fast-paced environments with evolving technology.Organization: Skilled in multitasking and maintaining thorough documentation.Support: Experience providing customer or technical support, preferably in Saa S or POS environments, with proven success resolving issues and managing client relationships.Previous Experience1 year of professional experience in customer success or related roles.Experience in fintech or Saa S environments preferred.Education / Professional TrainingA high school diploma or GED is required.An Associate degree in Computer Science, Information Systems, Business Management, Communications, Hospitality, or a related field is preferred.An equivalent combination of education and experience may be considered.Languages & Level of ProficiencyFluent in English and Spanish (written and verbal).
Additional languages are preferred but not required.

📌 Software Support Expert I& 4 (Zapopan)
🏢 SPOTON
📍 Zapopan