Support and Implementation Specialist

About RetailCare

We are a retail technology agency for hospitality, traditional and online retailers offering everything from simple Point of Sale (POS) to ERP software solutions, integrated online business eCommerce development, retail hardware requirements and managed service. Our mission is to be the technology partner for hospitality and retail business, supporting them with solutions in-store and online that make their lives easier and empower them to grow.

About the role

RetailCare is looking for a vibrant, excited, energetic individual who has a passion for retailing in store and online. We have a full-time position available for a Point of Sale (POS) Support and Implementation Specialist.

At RetailCare a Support and Implementation Specialist is responsible for client onboarding of new solutions. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas that require improvement. Support and Implementation Specialist will also provide technical support to customers with the goal to keep customers satisfied with the business’s products.

Think of the your role as a mentor for your customers. You will explain the sales process and ensure everything runs smoothly after a purchase. You will work with customers to ensure they're receiving the tools and support needed to achieve their goals. You will have an in-depth understanding of the customer's needs and are responsible for communicating to the customer and internal teams on projects and support tasks.

**Key Responsibilities of a Support and Implementation Specialist**
- Client Project lead. You will lead the delivery of the POS implementation projects using our existing project management solution. You will provide customer and internal updates as well as assigning tasks to both.
- Advocate for the company. Since your role works one-on-one with customers, you have an opportunity to significantly influence your customer base. You will act as personal cheerleaders for the business explaining to customers why you can meet their specific needs. This positive reputation will not only keep your customers satisfied, but it will also encourage them to refer their network.
- Onboard new customers. Onboarding is one of the biggest priorities for your role. That's because it's extremely important to educate customers on how to use our products. Onboarding should focus on features they need to learn, based on the projects they aim to complete. This way, they can get up to speed as fast as possible and be one step closer to achieving their goals. This will include database management/cleansing and importing into the new software.
- Encourage upsells and cross-sells to help increase a customer's lifetime value.
- Build relationships between customers and the support team. Technical issues, minor product problems, and basic business questions should be geared towards your customer support team.
- Establish and maintain Customer Support Practices. Working with the support team, you will help with creating policies and procedures that optimize the customer experience.
- Provide Technical and Product Support. You will be often called upon to provide technical support to customers or to provide training on their products.
- Rotating weekend support roster. You will be part of the support team to provide weekend support for our customers, and be paid extra when rostered on as well.

**Support and Implementation Specialist Skills**
- Proficient in Microsoft Office Suite, specifically Excel.
- Knowledge of customer service practices
- Technical aptitude and ability to learn software programs
- Knowledge of technologies such as, IT networking, internet technologies.
- Customer-First Mindset
- Communication
- Relationship Management
- Retail Industry Knowledge
- Problem Solving
- Managing Expectations
- Time Management
- Data Integration
- Project Management
- Retail Experience and understanding of Point of Sales systems would be advantageous
- Experience in working to KPIs
- An understanding of PSA software preferable Autotask/Datto

An individual will also troubleshoot problem areas in a timely and accurate fashion, be a multi-tasker and provide end user training and assistance where required. Responsibility will also include answering inbound support calls, recognising customer issues & entering the information in our ticketing system.

You will be provided with a company laptop.

At this point in time you will have the opportunity to work from home and onsite collaboration with team members as well.

You will also be punctual and reliable, and possess good time management skills. You will have a 'helpful' nature and be happy to assist your colleagues as needed. You will show initiative to carry out assigned tasks and be able to multi-task your work due to your organised nature. You will be keen to learn and grow within your role so as to add value to the business and become an integral part of t