Job Description

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