PRODUCT SUPPORT SPECIALIST

1. LEVEL 1 SOFTWARE SUPPORT AND TROUBLESHOOTING • Provide initial troubleshooting and resolution for user issues related to daily system operations across the POS platform. • Resolve common queries related to user access, data entry, report generation, and basic retail workflows. • Identify and escalate complex technical bugs or unresolved issues to the Development team (Level 2), providing clear replication steps and documentation. 2. USER FEEDBACK AND REQUIREMENTS CAPTURE • Actively gather, categorize, and document user feedback and pain points from retail shop owners. • Capture detailed information regarding feature gaps or operational friction within the POS ecosystem. • Organize and present structured user feedback to Product Managers to help inform future software updates. 3. TRAINING AND DOCUMENTATION • Assist in creating and updating user manuals, FAQs, and simple “how-to” guides for shop owners. • Conduct basic training sessions for new users on software interface features and best practices for data integrity. • Guide users on the proper setup of foundational shop data and system settings. 4. OPERATIONAL AND DATA INTEGRITY • Monitor daily support channels (ticketing system, internal chat) to ensure fast response times for our users. • Assist users in validating and correcting data entry errors within the system. • Ensure all support activities adhere to established data governance and operational standards.

• 2+ years of experience in a Support role, specifically within a software or application environment. • Proven ability to troubleshoot and resolve usage issues in business applications. • Exceptional communication skills and a strong customer-centric approach. • Proficient in using support tools and collaboration software. • Ability to manage multiple priorities in a fast-paced environment. PREFERRED QUALIFICATIONS • Direct experience supporting software used in the Retail, POS, or Digital Commerce sectors. • Familiarity with tracking tools like JIRA for escalating bugs to the development team.