Support Executive POS

ERP Support Executive POS

Customer-facing POS Support, Basic Implementation, Integration & Hypercare

About Innosolv

Innosolv Consultancy Services Pvt Ltd builds finance-native ERP solutions for growing businesses, with a strong focus on organized F&B chains and mid-market enterprises. Our solutions connect operations with Finance, Inventory, Procurement, Production, POS and other business processes.

Role Purpose

The ERP Support Executive – POS is a customer-facing Support role with meaningful POS implementation responsibilities. The role covers POS support, new-outlet configuration, integrations, user training, go-live and hypercare. The individual is expected to diagnose issues before escalation, resolve issues within defined authority, and own each issue through proper closure.

Key Responsibilities

• Act as a customer-facing point of contact for POS issues and provide clear, timely communication.
• Understand, reproduce and diagnose issues before escalating them.
• Classify issues as user, data, configuration, application defect, enhancement/change request or integration issue.
• Resolve issues within authority and follow the escalation matrix where development, product or senior technical intervention is required.
• Handle defined POS implementation activities, particularly new-outlet setup, configuration and deployment readiness.
• Support POS integrations with ERP, aggregators and other connected systems; identify where a data flow has failed.
• Participate in go-live and post-go-live hypercare, including extended hours/weekends when required.
• Conduct user training and provide practical outlet-level guidance.
• Use basic SQL to investigate transactions and validate data; advanced SQL is not required.
• Maintain tickets, priorities, SLAs, follow-up cadence, resolution notes and closure discipline.
• Create knowledge-base material and identify recurring issues for permanent corrective action.
• Coordinate with Implementation, Development, Product, ERP and other internal teams.
• Use AI responsibly for troubleshooting, learning, documentation and productivity, validating outputs before use.
• Travel to customer locations when required.

Core Skills

• POS transaction flows and outlet operations
• POS configuration and outlet setup
• POS-to-ERP and third-party integration concepts
• Basic SQL and application troubleshooting
• Customer communication, listening and questioning
• Go-live, hypercare and user training

Candidate Profile

• 1–3 years in POS support, POS implementation, application support or related business-application roles.
• Restaurant, QSR, caf, bakery or multi-outlet POS experience strongly preferred.
• Customer-facing troubleshooting experience.
• Basic SQL knowledge.
• Strong learning agility, ownership, team orientation and follow-through.
• Comfort with travel and extended-hours/weekend support when required.
• Demonstrable willingness to use AI tools to improve productivity.

Education

Graduate degree/diploma in Computer Science, IT, Commerce, Business or a related discipline; relevant experience may be considered.

Important Note

This is not a generic help-desk role. POS support, basic implementation, outlet setup, integrations, training, go-live and technical/application diagnosis are all part of the role.Role & responsibilities

Preferred candidate profile

Perks and benefits