Product Support Specialist

Company Overview

• retailcloud is a cloud-based retail point of sale solution for Android and Windows that
• provides businesses of all sizes access to tablet, windows and phone solutions with
• API integration to ERP and ecommerce systems. We provide retailers a way to
• increase sales, better manage inventory, collect valuable data on the shopping habits of
• their customers.
• retailcloud platform consists of omni channel apps, API's, payments & analytics
• applications for business owners. We help small, mid & Large businesses and make
• retail simple.
• Learn more about us athttps://retailcloud.com
• Location : Kozhikode / Calicut , Kerala

Job Responsibilities

• Respond to customer queries via calls, tickets, and chats.
• Strong communication and customer service skills: Strong ability to explain technical solutions to non-technical stakeholders.
• Documentation Skills: Capability to clearly and comprehensively document issue resolutions, processes, and known issues.
• Ability to follow Standard Operating Procedures.
• Basic SQL Skills: Ability to write and execute queries to analyze and troubleshoot data-related issues.
• Log Research Expertise: Proficiency in investigating system and application logs to identify root causes.
• Advanced Troubleshooting: Experience in resolving issues escalated by L1 teams, ensuring timely and accurate resolutions.
• Analytical Thinking: Ability to analyze recurring problems and provide insights to prevent future occurrences.
• Coordination Skills: Collaborating effectively with Development, QA, and DevOps teams during issue fixes and release cycles.
• POS System Knowledge: Familiarity with POS systems and their configurations would be an added advantage

Requirements

• SQL knowledge, including experience in writing queries.
• Familiarity with debugging and analyzing APIs, middleware systems, and integration tools.
• Exposure to cloud platforms like Azure, AWS, or Google Cloud.
• Experience with POS systems or SaaS-based applications.
• Understanding of retail, e-commerce, or payment systems workflows and merchant operations.
• Strong documentation skills for creating documents for the Non technical teams, troubleshooting guides, and technical manuals.
• Experience in cross-team collaboration, working with development, QA, and DevOps teams.
• Ability to manage escalations efficiently and ensure timely resolutions.
• Proactive problem solver with a customer-focused approach.
• Excellent communication and interpersonal skills for handling escalations and training others

Benefits

Competitive Pay

Performance Bonus

Longevity Bonus

Monthly Fun & Entertainments Programs

Office Pantry filled with Tea & Snacks

Paid Time Off

Parental Leave Policy

Medical Coverage - Insurance for Employee and Family

PF / ESI

Education Allowances