Retail Support Consultant

JOB DETAILS

We are seeking a proactive and technically proficient Retail Support Consultant to join our global team. This role is crucial as the first line of defense for our retail clients, ensuring the successful implementation, configuration, and ongoing smooth operation of their critical retail technology solutions. You will combine technical knowledge with excellent problem-solving and customer service skills. This is a hands-on role focused on the practical aspects of retail technology deployment and essential system support.

• Hybrid (3x Onsite, 2x WFH) | Ortigas, Pasig
• Dayshift (Australian working hours)

RESPONSIBILITIES:

1. Client Onboarding: Guide new clients through the onboarding process to the client's platform.

2. Technical Support:

• Provide prompt and professional L1 and L2 support for retail application and integration issues, troubleshooting, diagnosing, and resolving incidents efficiently.
• Log, track, and manage support tickets through to resolution, ensuring adherence to agreed-upon Service Level Agreements (SLAs).
• Escalate complex L3 issues to senior consultants or development teams, meticulously documenting all preceding diagnostic steps.
• Create and maintain comprehensive support documentation, including configuration guides, knowledge base articles, and standard operating procedures (SOPs) for common L1/L2 issues and resolutions.

3. Software Implementation:

• Work closely with project managers and clients to successfully implement and configure new retail technology solutions (e.g., POS, OMS, Inventory Management, Integration components) based on defined requirements.
• Perform system configuration and parameter setup activities
• Conduct and support internal and client testing.

4. Training and Education: Conduct training sessions. Offer ongoing support and resources to enhance their understanding and utilization of the chosen platforms.

5. Customer Relationship Management: Build and maintain strong relationships with clients, serving as their primary point of contact for all inquiries and support needs. Proactively identify opportunities to add value and exceed expectations.

6. Feedback Collection: Gather feedback from clients regarding their experiences with solutions and our services. Utilize this feedback to identify areas for improvement and inform product development initiatives.

7. Documentation and Reporting: Maintain comprehensive documentation of client interactions, issues, and resolutions. Generate regular reports on client onboarding metrics, customer satisfaction levels, and support ticket trends.

QUALIFICATIONS:

• Familiarity with AWS terms, concepts, frameworks is preferred
• Bachelor's degree in Business Administration, Marketing, Information Technology, or related field.
• Proven experience working with eCommerce platforms, including setup, customization, and troubleshooting.
• Strong understanding of retail technology principles, trends, and best practices.
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical audiences.
• Exceptional problem-solving abilities and attention to detail.
• Ability to work collaboratively in a fast-paced, deadline-driven environment.
• Prior experience in customer retail technology support, client onboarding, or related roles is preferred