Bravo

Who We Are

Bravo is the market leader in specialty retail point-of-sale software. We've built the most comprehensive platform for firearms dealers, pawn shops, and specialty retailers who need more than generic POS systems can offer. Our all-in-one solution includes POS, inventory management, eCommerce, and mobile capabilities that deliver immediateROI for customers. And we've got aggressive growth goals.

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The Opportunity

It is an exciting time at Bravo, and we are searching for an exceptional member to join our Level1 Technical Support Team. Are you a passionate individual with high energy, curiosity, and a great work ethic? Are you someone who has a can-do attitude and a desire to solve problems? Then you are in the right place. As a member of Bravo’s Customer Support Team, you will be responsible for assisting our customers by solving the challenges they face, as well as helping them use Bravo to their fullest ability.

The Role

Provide Tier 1 technical support via phone, email, and ticketing system, ensuring timely and professional resolution of customer inquiries.
Diagnose, troubleshoot, and resolve software, hardware, and network-related issues within the Bravo system.
Deliver customer-centric solutions by actively listening, demonstrating empathy, and addressing concerns with a service-first mindset.
Conduct virtual training sessions to educate customers on Bravo’s existing functionalities and new feature releases.
Document resolutions, best practices, and troubleshooting workflows to enhance team knowledge and improve customer self-service resources.
Participate in special projects and continuous learning initiatives to expand expertise in Bravo’s technology ecosystem.
Follow structured troubleshooting protocols while applying critical thinking to efficiently resolve technical issues
Maintain clear and professional communication with internal support teams, escalating complex issues as necessary to ensure effective resolution.
Remotely configure and deploy peripheral hardware, including printers, barcode scanners, and payment terminals, ensuring seamless integration with Bravo’s POS system.
Able to navigate daily transactional issues pertaining to the pawn and retail aspect of Bravo.
Collaborate with cross-functional teams to enhance customer support processes, share insights, and drive continuous service improvements.
Adapt to evolving technologies and company initiatives, aligning with Bravo’s commitment to innovation and customer excellence.
Perform additional duties assigned by management to contribute to team success and operational efficiency.
Flexible in dealing with a wide range of customers.
Knowledgeable in customer service and knowing when to ask for additional assistance.
Completing other duties at the discretion of your manager.

What You Bring

Minimum 1-2 years in technical support or customer service roles, preferably within the SaaS or POS industry.
Proficiency in Windows operating systems.
Basic networking knowledge, including TCP/IP, VPNs, and Wi-Fi troubleshooting.
Strong experience in installation, diagnosing, and troubleshooting hardware equipment, such as printers, scanners, and peripherals.
Familiarity with remote support tools and ticketing systems like Hubspot.
Excellent verbal and written communication abilities, with the capacity to explain technical concepts to non-technical users.
Strong customer service orientation, demonstrating empathy and patience
Effective problem-solving and analytical skills.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Must be willing to work Monday-Friday 9AM-6PM PST and a rotation of Saturday coverage.
Team player with a collaborative mindset.

What We Offer

Competive base salary
Health & dental benefits
Generous PTO
100% remote work environment

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If you're ready to crush your customer support goals, let'stalk. We're looking for folks who want to be part of something big. Send your resume to Mariea Boyd at: Marieab@Bravostoresystems.com