Technical Support Executive

Job Summary:

The Retail ERP Software Technical Support Engineer provides first and second-level technical assistance to retail clients using ERP and POS systems. The role involves troubleshooting software and hardware issues, resolving customer queries, training end-users, and ensuring smooth day-to-day functioning of the ERP solution. The goal is to deliver timely, effective support and ensure high customer satisfaction.

Key Roles and Responsibilities:1. Customer Support & Issue Resolution

• Provide real-time support to customers via phone, email, chat, or remote access tools.
• Troubleshoot ERP-related issues such as billing errors, stock mismatches, sync failures, GST/tax calculation problems, etc.
• Log support tickets in the system and track them to closure within SLA timelines.
• Resolve hardware interface issues (POS printers, barcode scanners, cash drawers, etc.).

2. Software Maintenance & Updates

• Assist customers with periodic software updates, patch installations, and data backups.
• Coordinate with product/engineering teams for bug reporting and version upgrades.
• Guide users through system settings, configuration adjustments, and new feature usage.

3. Data Support & Reports

• Support in master data corrections (item, customer, supplier, tax).
• Help customers generate, export, and interpret ERP reports (sales, stock, GST returns, etc.).
• Assist with data recovery, database management, and basic SQL troubleshooting (if applicable).

4. Documentation & Knowledge Base

• Document known issues, solutions, and standard procedures for internal use and customer reference.
• Contribute to the knowledge base articles, user guides, and FAQs.

5. Training & Onboarding

• Conduct refresher training sessions for customers or newly joined users.
• Educate clients on ERP system best practices and help reduce recurring errors.

6. Escalation & Coordination

• Escalate unresolved issues to Level 2/3 support, development team, or product team with detailed logs and findings.
• Follow up with internal teams and ensure resolution is communicated back to the customer.

7. Feedback & Quality Improvement

• Collect feedback on support quality and suggest areas for product or service improvement.
• Participate in support performance review meetings and maintain KPI metrics.

Key Skills & Qualifications:

• Bachelor’s degree in Computer Science, IT, Commerce, or related field.
• 1–3 years of experience in ERP/POS software technical support (Retail domain preferred).
• Familiarity with retail processes: billing, stock, GST, purchase, returns, etc.
• Working knowledge of Windows OS, POS hardware, networking basics.
• Good command of Excel, remote tools (AnyDesk/TeamViewer), and basic SQL/database tools is a plus.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to handle multiple clients and prioritize support tickets.

Preferred Certifications (Optional):

• ERP/POS product support certifications (GoFrugal, Zoho, Tally, etc.)
• ITIL Foundation or customer service certification

Job Types: Full-time, Fresher

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Internet reimbursement
• Paid sick time
• Provident Fund

Shift:

• Fixed shift

Work Days:

• Monday to Friday

Language:

• English (Preferred)

Work Location: In person