Key Responsibilities
- LEVEL 1 SOFTWARE SUPPORT AND TROUBLESHOOTING
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- Provide initial troubleshooting and resolution for user issues related to daily system operations across the POS platform.
- Resolve common queries related to user access, data entry, report generation, and basic retail workflows.
- Identify and escalate complex technical bugs or unresolved issues to the Development team (Level 2), providing clear replication steps and documentation.
- USER FEEDBACK AND REQUIREMENTS CAPTURE
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- Actively gather, categorize, and document user feedback and pain points from retail shop owners.
- Capture detailed information regarding feature gaps or operational friction within the POS ecosystem.
- Organize and present structured user feedback to Product Managers to help inform future software updates.
- TRAINING AND DOCUMENTATION
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- Assist in creating and updating user manuals, FAQs, and simple “how-to” guides for shop owners.
- Conduct basic training sessions for new users on software interface features and best practices for data integrity.
- Guide users on the proper setup of foundational shop data and system settings.
- OPERATIONAL AND DATA INTEGRITY
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- Monitor daily support channels (ticketing system, internal chat) to ensure fast response times for our users.
- Assist users in validating and correcting data entry errors within the system.
- Ensure all support activities adhere to established data governance and operational standards.
REQUIRED QUALIFICATIONS
- 2+ years of experience in a Support role, specifically within a software or application environment.
- Proven ability to troubleshoot and resolve usage issues in business applications.
- Exceptional communication skills and a strong customer-centric approach.
- Proficient in using support tools and collaboration software.
- Ability to manage multiple priorities in a fast-paced environment.
PREFERRED QUALIFICATIONS
- Direct experience supporting software used in the Retail, POS, or Digital Commerce sectors.
- Familiarity with tracking tools like JIRA for escalating bugs to the development team.
“Contact for application: Email: [email protected] or Viber: 09 780006307”
