Support Executive POS

Job Title: Support Executive POS

Role & Responsibilities

About Innosolv

Innosolv Consulting 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 POS, Finance, Inventory, Procurement, Production and other business processes.

Role Purpose

We are looking for a Support Executive – POS to provide customer-facing support for our POS application. The role combines POS support with basic implementation, new-outlet configuration, integration support, user training, go-live and hypercare.

The individual will be expected to understand and diagnose issues before escalation, resolve issues within defined authority, and take ownership of the issue through closure.

Key Responsibilities

Handle customer-reported POS issues and provide clear, timely communication.

Understand, reproduce and diagnose issues before escalating them.

Identify whether an issue is related to the user, data, configuration, application, integration or a change/enhancement requirement.

Resolve issues within defined authority and follow the escalation process when development, product or senior technical intervention is required.

Perform basic POS implementation activities, particularly new-outlet setup, configuration and deployment readiness.

Support POS integrations with ERP, aggregators and other connected systems and help identify where data flow or transactions have failed.

Participate in go-live and post-go-live hypercare, including extended hours/weekends when required.

Conduct user training and provide practical support to outlet teams.

Use basic SQL for transaction investigation and data validation; advanced SQL is not required.

Follow ticketing processes, priorities, SLAs, follow-up cadence, resolution documentation and proper closure.

Document recurring issues and contribute to knowledge-base material and permanent corrective actions.

Coordinate with Implementation, Development, Product, ERP and other internal teams to resolve customer issues.

Use AI tools responsibly for troubleshooting, learning, documentation and productivity, while validating outputs before use.

Travel to customer locations when required.

Preferred Candidate Profile

1–3 years of experience in POS Support, POS Implementation, Application Support or a related business-application support role.

Hands-on experience with POS software/application support is important.

Experience in restaurant, QSR, caf, bakery or other multi-outlet POS environments will be strongly preferred.

Experience in customer-facing troubleshooting and issue resolution.

Understanding of POS configuration, outlet setup and deployment.

Exposure to POS integrations, APIs or connected systems is preferred.

Basic SQL knowledge.

Good communication skills with the ability to listen, ask the right questions and explain issues clearly.

Strong ownership, follow-through, learning ability and willingness to work as part of a team.

Comfortable with customer-site travel and extended hours/weekend support when required.

Demonstrable willingness to use AI tools to improve productivity and learning.

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

Important: This is not a generic hardware, desktop, network or help-desk support role. The position is focused on POS application support, troubleshooting, configuration, basic implementation, integrations, user training, go-live and hypercare.

Perks & Benefits

Exposure to enterprise POS and ERP solutions used by growing businesses and F&B chains.

Hands-on exposure to POS implementation, integrations and customer deployments.

Opportunity to work across Support, Implementation, Product and Development teams.

Customer-facing role with opportunities for practical learning and responsibility.