About Us
Our Company is a product-focused software and SaaS provider in Myanmar, leveraging its status as a strategic technology arm of a powerful local business group.
We are building an enterprise-grade software, specifically designed for the complexities and unique regulatory environment of the Myanmar market, aimed at the Manufacturing, Distribution, and Enterprise sectors.

The Opportunity
We are seeking a detail-oriented and user-focused Product Support Specialist to serve as the front line for our POS software users.
This role is crucial for ensuring the smooth daily operation of our platforms by providing timely Level 1 support and troubleshooting common usage issues. You will act as the bridge between our retail customers and our development team, ensuring that shop owners can use our software effectively.

Key Responsibilities

1. LEVEL 1 SOFTWARE SUPPORT AND TROUBLESHOOTING

• 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.

2. USER FEEDBACK AND REQUIREMENTS CAPTURE

• 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.

3. TRAINING AND DOCUMENTATION

• 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.

4. OPERATIONAL AND DATA INTEGRITY

• 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.