Company Overview:
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
Skills Required
- SQL knowledge, including experience writing queries
- Familiarity with debugging and analyzing APIs, middleware systems, and integration tools
- Exposure to cloud platforms such as Azure, AWS, or Google Cloud
- Experience with POS systems or SaaS-based applications
- Understanding of retail, ecommerce, or payment workflows and merchant operations
- Strong documentation skills for troubleshooting guides, technical manuals, and nontechnical materials
- Experience collaborating with Development, QA, and DevOps teams
- Ability to manage escalations and ensure timely resolutions
- Proactive problem-solving and customer-focused approach
- Excellent communication and interpersonal skills for handling escalations and training others
What We Do
retailcloud provides cloud-based point-of-sale (POS) and infrastructure solutions for live venue commerce, primarily serving the retail, sports, entertainment, and hospitality industries. Its integrated platform unifies POS, inventory, kiosks, RFID, and loyalty management into a single system, enabling operators to streamline operations, enhance guest experiences, and obtain real-time visibility across retail and food and beverage operations.
