1
applicant

POS Customer Support Executive

Lanka Tech    Colombo • Full-time

POS Customer Support Executive

Lanka Tech | Dehiwala | Full-time

Job Description

We are looking for a proactive, customer-focused, and technically capable POS Customer Support Executive to provide day-to-day technical support for our Point of Sale (POS) systems and related solutions.

The role involves supporting retail shops, restaurants, and other business customers by troubleshooting POS software issues, assisting with billing and operational queries, supporting hardware and peripheral configurations, and coordinating with technical and development teams to ensure timely issue resolution.

The ideal candidate should have good communication skills, a practical approach to problem-solving, and an interest in learning POS technology, retail operations, and restaurant management systems.

Key Responsibilities

  • Provide first-level technical support to customers using POS systems via telephone, email, WhatsApp, chat, and ticketing systems.
  • Assist customers with POS billing, product management, barcode scanning, pricing, promotions, discounts, refunds, cashiers, and shift management.
  • Troubleshoot common POS software issues, including application errors, slow performance, freezing, printing issues, and login problems.
  • Provide basic technical support for POS terminals, receipt printers, barcode scanners, cash drawers, weighing scales, card payment terminals, and other connected devices.
  • Assist with restaurant POS operations, including kitchen order tickets (KOT), kitchen display systems (KDS), table management, takeaway orders, and online food delivery integrations.
  • Guide customers through software configuration, system settings, user access, product setup, and day-to-day operational procedures.
  • Perform initial checks for database connectivity, network issues, server availability, and communication between POS terminals and local servers.
  • Collect relevant information, screenshots, error messages, logs, and other diagnostic details to identify and resolve reported issues.
  • Create, categorize, prioritize, assign, and update support tickets with accurate troubleshooting and resolution details.
  • Monitor outstanding tickets, follow up with customers, and ensure issues are addressed within agreed service-level agreement (SLA) timelines.
  • Escalate complex software, database, hardware, and integration issues to the Technical Support Engineer or Development Team.
  • Coordinate with the technical team to test fixes, verify resolutions, and communicate updates to customers.
  • Assist with remote troubleshooting, software configuration, updates, and customer system checks where authorized.
  • Maintain accurate records of customer interactions, incidents, troubleshooting steps, and resolutions.
  • Prepare and maintain customer guides, FAQs, troubleshooting documentation, and internal knowledge-base articles.
  • Assist with customer onboarding, system installations, user training, and demonstrations when required.
  • Provide guidance and day-to-day assistance to Support Interns where applicable.
  • Prepare daily, weekly, and monthly support reports covering ticket volumes, unresolved issues, recurring problems, and resolution performance.
  • Maintain professional customer relationships and contribute to continuous improvement in support quality and customer satisfaction.

Requirements

  • At least 1 year of experience in POS support, IT support, software support, customer support, or a similar technical role.
  • Basic understanding of POS billing systems, retail operations, restaurant operations, or business software.
  • Good knowledge of Windows operating systems, printers, barcode scanners, and basic computer hardware.
  • Basic understanding of networking, IP addresses, LAN connectivity, and client-server applications.
  • Familiarity with software installation, configuration, troubleshooting, and remote support tools.
  • Basic knowledge of SQL Server and database connectivity will be an added advantage.
  • Experience with retail POS systems, restaurant POS systems, KDS, payment terminals, or inventory management software will be highly advantageous.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Excellent verbal and written communication skills, with confidence in handling customer support calls.
  • Ability to explain technical issues and solutions clearly to non-technical customers.
  • Good organizational skills and the ability to manage multiple support requests and priorities.
  • Strong attention to detail when documenting incidents, following procedures, and tracking resolutions.
  • Ability to work collaboratively with technical support, development, and implementation teams.
  • Customer-focused attitude, patience, accountability, and willingness to learn new technologies.
  • Willingness to provide support according to the company's assigned shifts and customer support requirements.

Preferred Qualifications

  • Experience supporting commercial POS or EPOS software in retail shops, supermarkets, convenience stores, or restaurants.
  • Experience with SQL Server Management Studio (SSMS), basic SQL queries, and database backup procedures.
  • Familiarity with receipt printers, weighing scales, cash drawers, barcode scanners, and card payment integrations.
  • Experience with CRM, ticketing systems, WhatsApp customer support, or remote desktop support.
  • A diploma or certificate in IT, Computer Science, Networking, or a related field is an advantage.

What We Offer

  • Practical experience with commercial POS and retail technology solutions.
  • Opportunities to develop technical troubleshooting and software support skills.
  • Exposure to retail, restaurant, inventory, payment, and reporting systems.
  • Career development opportunities within the technical support and software solutions teams.

Location: Dehiwala, Sri Lanka

Employment Type: Full-time

Position: POS Customer Support Executive