Help Desk Representative; Spanish Speaking

Role Summary

Provide first‑level technical support and troubleshooting assistance related to Caesar Vision POS products, associated peripherals, and third‑party delivery service platforms used by corporate and franchisee stores globally.

• Respond to client inquiries and technical support requests related to software, hardware, and delivery service platforms.
• Gather information, analyze issues, and apply troubleshooting methodologies to identify and resolve problems when possible.
• Escalate unresolved or complex issues to appropriate support resources.
• Provide application and system support to end users.
• Follow up with customers to confirm issue resolution and satisfaction.
• Deliver support via phone, email, and other approved communication channels.
• Provide instruction and support regarding Caesar Vision peripherals and delivery service‑related products.
• Document support requests and resolutions within the Service Now call tracking system.
• Identify and report issue trends to leadership.
• Support operational schedules that may include evenings, weekends, holidays, or 24x7 support coverage for international locations.

• High school diploma, GED, or equivalent.
• Minimum one (1) year of experience in customer service, technical support, help desk support, call center operations, or a related customer‑facing environment.
• Ability to work assigned schedules that may include evenings, weekends, holidays, or other business‑required shifts.
• Customer‑focused approach with a commitment to delivering high‑quality support experiences.
• Ability to communicate technical information clearly to non‑technical users.
• Strong listening, questioning, and follow‑up skills.
• Ability to remain professional when assisting frustrated or difficult customers.
• Effective collaboration with teammates, store personnel, franchisees, and business partners.
• Strong organizational skills with the ability to prioritize multiple competing tasks.
• Adaptability and responsiveness in a fast‑paced support environment.
• Sound judgment regarding issue escalation and resolution ownership.

• Knowledge of or experience using call center software and contact center technologies.
• Experience using Service Now or a similar incident management platform.
• Experience supporting point‑of‑sale (POS) systems.
• Experience supporting restaurant, retail, franchise, hospitality, or delivery service operations.
• Experience providing technical support in a high‑volume support environment.

This position may require evening, overnight, weekend, or holiday coverage to support domestic and international operations. Work is typically performed in an office or remote support environment and involves prolonged use of computers, telephones, and related technologies. This position may require participation in rotating support schedules.

Blue Line Distribution is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.

This company participates in E‑Verify.