JOB PURPOSE

The POS Coordinator will be responsible for the efficient and effective management of all Point of Sale (POS) related support tickets, ensuring timely resolution, clear communication, and high levels of user satisfaction. This role directly supports retail store operations by minimising POS downtime and optimising system functionality, while also contributing to ongoing process improvements and store training.

RESPONSIBILITIES

The POS Coordinator will:

• Ticket Management & Resolution: Serve as the primary point of contact for all incoming POS support tickets, meticulously logging, prioritizing, and escalating issues as necessary.
• Troubleshooting & Diagnosis: Conduct initial troubleshooting and diagnosis of POS issues (covering hardware, software, and network connectivity) to identify root causes and determine appropriate resolution paths.
• SLA Adherence: Ensure all tickets are addressed and resolved within defined Service Level Agreements (SLAs), proactively communicating status updates to affected users.
• Cross-Functional Collaboration: Collaborate effectively with internal IT teams, external vendors, and retail operations departments to facilitate the swift resolution of complex POS issues.
• User Communication & Support: Provide clear, concise communication to store teams regarding ticket status, resolution steps, and preventative measures. Offer individual support and guidance when needed.
• Issue Replication & Testing: Assist with the replication of reported POS issues and conduct thorough testing of proposed solutions or new system builds to validate fixes before deployment.
• Knowledge Base Contribution: Document common issues, their resolutions, and best practices to build and maintain a comprehensive POS knowledge base for both users and support teams.
• Feedback & Continuous Improvement: Gather and analyse user feedback on POS functionality and support processes, identifying recurring issues and suggesting proactive solutions or training needs to prevent future incidents.
• Process Enhancement: Identify opportunities to streamline and improve existing POS support workflows and actively contribute to the evolution of ticket management governance.
• Performance Tracking: Track key performance indicators (KPIs) related to ticket volume, average resolution time, and user satisfaction, providing regular reports to management.
• Retail Training & Communication: Create and maintain up-to-date training documentation, and effectively communicate training materials and updates to retail store teams.
• Ad-hoc project support: Provide ad-hoc support for business-as-usual retail projects across key commercial moments and initiatives.