About the role
Company Overview:
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
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