Customer Success & Technical Support Specialist

our team • Arlington, TX

54d • Onsite

About The Position

The Customer Success & Technical Support Specialist will serve as the primary onsite representative for Genfare at the San Antonio VIA Transit Agency, supporting the agency’s point of sales operations utilizing Genfare’s fare collection systems. This individual blends technical troubleshooting expertise with customer-facing skills, ensuring smooth operations and positive user experiences across VIA. You will work alongside a team of passionate technologist to deliver the ultimate customer experience and continuously improve Genfare processes and product offerings. This is a tremendous opportunity to be a part of growing and evolving transit world.

Requirements

• Proven experience in web-based application troubleshooting: quickly diagnose and resolve application issues affecting point-of-sale and back office operations.
• Basic understanding of network architecture and troubleshooting: including knowledge of local and wide-area networks, Wi-Fi, firewalls, and connectivity issues typical in distributed retail or transit environments.
• IoT device troubleshooting: hands-on capability working with connected fare collection and ticketing devices, including updating firmware, monitoring device status, and responding to communication failures.
• Demonstrated point of sale (POS) troubleshooting, including experience with hardware peripherals like receipt printers, barcode scanners, card readers, and payment terminals.
• Ability to interpret system reports, logs, diagnose error messages, and coordinate with remote support for advanced issues.
• Comfort providing basic user and administrative device training, both in person and over the phone, to a variety of stakeholders, from retail managers to transit staff.
• Excellent interpersonal and communication skills, with the ability to translate technical concepts for non-technical audiences and foster strong relationships with local site managers and staff.
• Highly organized, reliable, and able to work independently with minimal supervision.
• Valid driver’s license and reliable personal vehicle for local travel between VIA and third-party partner sites (eligible for mileage reimbursement).
• Ability to travel (<10%) as needed to Genfare headquarters and other customer locations

Nice To Haves

• Familiarity with payment processing systems: credit/debit, smart card, and mobile payment acceptance in retail or transit settings (nice to have, but not required).

Responsibilities

• Serve as the dedicated onsite Genfare expert for all non-maintenance related fare collection systems, including the back office, retail and administrative point of sale (RPOS/APOS), fareboxes functionality.
• Act as the primary point of contact for support inquiries related to fare collection hardware and software across all VIA Ticket Centers and partner retail outlets.
• Conduct regular site visits to review hardware functionality, build relationships, provide one-on-one user training, and proactively identify and resolve potential issues.
• Troubleshoot both onsite and remotely across a variety of technologies—physical POS hardware, web/software applications, payment processing, and backend administrative platforms.
• Escalate complex issues as needed, providing thorough documentation and effective communication to internal technical support teams.
• Maintain accurate records of site visits, system status, and support outcomes, contributing to continuous improvement feedback for both Genfare and VIA.
• Manage and report out on account specific technical and customer satisfaction focused key performance indicators to internal and external stakeholders

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees