Vori

• 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

• Serve as the primary technical escalation point for a portfolio of live grocery customers • Own complex, cross-functional technical issues involving POS software, hardware, integrations, and/or data flows • Perform root cause analysis on recurring issues and partner with Product and Engineering on durable fixes • Proactively monitor account health signals (ticket trends, incident frequency, configuration gaps, rollout changes) • Guide customers through technically complex changes • Translate customer-side operational needs into clear technical requirements for internal teams • Coordinate structured incident response during outages or high-severity events • Improve internal documentation, runbooks, and escalation playbooks based on real-world learnings • Act as a force multiplier for Support by identifying patterns and reducing repeat issues