Research and Technical Support Specialist

About us

e-Nabler Corporation, founded in 2000, was one of the first to offer a full-featured mobile POS solution for Windows Mobile. In 2010, the application became available on the Apple App Store as the first complete mobile POS app for iPhone, iPod touch and iPad. Today, the eMobilePOS software is available for Android and Apple iOS tablets, smartphones and specialized devices. The company is headquartered in San Juan, Puerto Rico with a sales office in Chesapeake, Virginia.

We are seeking a highly skilled and customer-focused Technical Support Employee to join our team. As a Technical Support Employee, you will play a crucial role in assisting our customers with their technical issues, troubleshooting problems, and providing timely and effective solutions. Your exceptional communication skills, technical expertise, and dedication to customer satisfaction will be essential for success in this role.

Responsibilities:

Customer Support & Communication

• Respond promptly and professionally to customer inquiries and technical issues through phone, email, chat, or in-person interactions, ensuring excellent customer service.

Technical Troubleshooting & Issue Handling

• Diagnose and resolve technical problems related to hardware, software, network, or application performance.
• Escalate complex or unresolved issues to internal teams (development, IT, system administrators) while maintaining clear and detailed documentation.
• Accurately document customer interactions, technical issues, and resolutions using the company’s ticketing or CRM systems.

Documentation & Knowledge Sharing

• Contribute to the internal and customer-facing knowledge base by documenting common issues, resolutions, troubleshooting steps, and best practices.
• Assist in conducting training sessions or workshops to educate customers on product features, troubleshooting, and best-use practices.
• Stay up-to-date with product features, industry trends, and emerging technologies to provide informed and effective support.

Team Collaboration

• Work closely with cross-functional teams—including Sales, Engineering, and Product Development—to ensure a seamless customer experience.
• Collaborate on product improvement initiatives by communicating customer pain points and frequently reported issues.

Quality Assurance (QA)

As part of the Support Team, the technician will also assist with Quality Assurance (QA) for the eMobilePOS applications (Android, iOS, Kiosk, and eXpress).

• Perform functional, regression, and compatibility testing for upcoming releases.
• Follow established test procedures, checklists, and QA standards to ensure product stability.
• Identify, reproduce, and document software issues using the company’s QA or ticketing tools.
• Collaborate with the Development Team to validate fixes, retest updates, and support a smooth release cycle.
• Proactively report UI/UX inconsistencies or suggestions that improve overall product quality.
• Provide step-by-step guidance and clear instructions to help customers resolve technical issues independently.
• Gather customer feedback, identify recurring issues, and proactively suggest improvements to enhance customer satisfaction.

Qualifications

• Associate’s degree in Computer Science, Information Technology, or a related field is required. Bachelor’s degree in a relevant field is preferred but not mandatory.
• Proven experience in a technical support or customer service role, preferably in a technology-driven industry.
• Strong knowledge of computer systems, software applications, networking, and troubleshooting techniques.
• Proficient in using help desk software, ticketing systems, and CRM tools to manage customer interactions and monitor progress.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Fluency in English and Spanish is a must, as you will be providing support to a diverse customer base.
• Exceptional problem-solving and analytical abilities to quickly diagnose and resolve technical issues.
• Patience, empathy, and a customer-centric approach to deliver exceptional customer service.
• Ability to work collaboratively in a team environment and manage multiple priorities effectively.
• Flexibility to work in rotating shifts, including weekends and holidays, to provide 24/7 technical support coverage.

Join our dynamic team and utilize your technical expertise to provide outstanding customer support and contribute to the success of our products and services. Apply now and be part of an innovative and customer-centric organization!

Job Type: Full-time

Pay: $12.00 - $16.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Education:

• Associate (Preferred)

Language:

• English and Spanish (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• San Juan, PR 00918 (Required)

Work Location: In person