Responsibilities:
- Provide Tier-1 and Tier-2 technical support to retail clients across phone, email, chat, and remote assistance channels.
- Diagnose and resolve software issues relating to POS billing, database sync, receipt printing, hardware peripherals, and payment gateways.
- Assist retail staff and store managers with day-to-day software queries, configuration updates, and operational troubleshooting.
- Escalate complex product defects or data discrepancies to the engineering team with detailed logs and reproduction steps.
- Maintain clear documentation of reported tickets, resolution steps, and customer interactions within the ticketing system.
- Participate in shift rotations to provide 24/7 mission-critical support coverage for retail clients during high-volume sale events.
- Support marketing and client engagement campaigns by gathering user feedback and reporting recurring operational pain points.
Required Skills & Qualifications:
- 2+ years of relevant experience in technical support, application helpdesk, or software implementation for retail systems.
- Good knowledge of Windows OS environments, SQL queries, basic networking, and peripheral device drivers.
- Customer-centric attitude with strong verbal and written communication skills.
- Ability to troubleshoot under pressure and explain technical concepts clearly to non-technical users.
- Familiarity with ticketing platforms (e.g., Zendesk, Freshdesk, Jira Service Management) and remote desktop tools.
- Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
