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 at https://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