Introduction:
Business Unit: Altron Digital Business
Location: Remote
Appointment Type: Permanent
We are looking for a Product Support Specialist to primarily serve as a support role for resolving technical issues related to retail IT systems and applications. This role ensures smooth operation of retail technology platforms, provides expert-level support to ADB field Ops staff and end-users, and collaborates with cross-functional teams to improve product performance and user experience. The Required Tasks and Candidate Requirements are including, but not limited to
Required Tasks:
Technical Support & Troubleshooting
Provide Tier 1 and Tier 2 support for retail systems including POS and mobile applications.
Provide support level assistance to diagnose and resolve software, hardware, and network issues in a timely manner
Escalate complex issues to development or infrastructure teams with detailed documentation.
Product Expertise
Maintain deep knowledge of supported retail IT products and services.
Assist in product rollouts, updates, and configuration changes.
Provide feedback to product teams based on user issues and enhancement requests.
User Training & Documentation
Create and maintain user guides, FAQs, and training materials.
Conduct customer centric training sessions for field Ops staff and lead technical session on new features and system usage.
Document support procedures and known issues for internal knowledge base.
Monitoring & Reporting
Monitor system performance and proactively identify potential issues.
Requirements:
Diploma or Degree in IT, Computer Science, or related field.
Familiarity with retail systems (POS, ERP, CRM, e-commerce platforms).
Experience with ticketing systems (e.g., Astea, Jira, ServiceNow, Zendesk).
6+ years of experience in IT support in a retail environment.
General Comment/s: Remote