Jobs Customer/Technical Support

Position Summary: 

The Retailer Support Representative is responsible for providing comprehensive technical and operational support to retailer partners across multiple client programs. This role requires flexibility and adaptability as agents support various customer accounts and may be assigned to new client programs as the company grows.

Key Responsibilities: 

Agents in this role handle both incoming and outgoing communications to ensure complete issue resolution.

• First Point of Contact: Act as the primary support contact for retailer inquiries across all active client programs
• Kiosk Troubleshooting (Touchpoint Support): Diagnose and resolve device power issues, network connectivity problems, scanner/printer malfunctions, and payment device errors
• Loyalty Program Support: Address loyalty program issues and provide general app support to retailers
• Marathon POS Configuration Support: Provide basic setup guidance, verify configurations, and coordinate with the support team for complex POS requests
• CRM Ticket Management: Triage and respond to support inquiries, accurately documenting issue details, troubleshooting steps, and resolutions
• Knowledge Base Utilization: Apply macros, KB articles, and established troubleshooting flows to resolve common issues efficiently
• Guided Troubleshooting: Walk retailers through common fixes including kiosk reboots, connectivity checks (Wi-Fi/Ethernet/VPN), and app reinstall or settings verification
• Outgoing Communication: Proactively contact retailers and on-site personnel to gather additional information, verify issue resolution, and coordinate troubleshooting steps, or to reach the other aim defined by the project.
• Multi-Project Coverage: Provide support across all active client programs (currently Touchpoint and Marathon ARCO Rewards) with readiness to support new customers as onboarded
• Escalation Management: Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside first-contact resolution scope
• L1 Escalation Handling: Receive and resolve escalated cases from Level 1 members support team, providing guidance and advanced troubleshooting
• Documentation Maintenance: Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base
• Continuous Learning: Participate in ongoing training to stay informed on product updates, configuration changes, and support processes

Qualifications: 

• 1+ year of experience in customer support, help desk, or technical troubleshooting roles 
• Familiarity with kiosk systems, POS hardware, or retail environments preferred 
• Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP) 
• Ability to manage multiple cases at once while staying organized and responsive 
• Excellent communication skills — able to clearly explain solutions to both technical and non-technical users 
• Experience with Freshdesk, Jira, or similar ticketing tools is a plus 
• Exposure to MDM tools and payment hardware is helpful but not required 

Schedule: 

• Mon-Fri 9am-6pm ET

We are looking for a Middle Application Consultant to join our team and support business solutions based on Microsoft Dynamics 365 Business Central and related enterprise applications.

This role is perfect for someone with experience in ERP/CRM consulting or business application support who enjoys analyzing business needs, communicating with customers, and helping deliver effective functional solutions. You’ll work closely with clients and cross-functional teams, participate in workshops and testing activities, and contribute to successful system implementation and optimization.

Responsibilities:

• Provide consulting and functional support for Microsoft Dynamics 365 Business Central and related business applications
• Gather, analyze, and clarify business and functional requirements from customers and stakeholders
• Translate business needs into functional solutions and participate in solution validation activities
• Participate in business process analysis, solution discussions, and system configuration activities
• Lead User Acceptance Testing (UAT) sessions and support business validation activities
• Conduct customer workshops, demos, and end-user training sessions
• Analyze system behavior, troubleshoot application-related issues, and coordinate resolution with technical teams
• Manage operational requests and support diverse user groups
• Provide guidance and best practices for business process optimization and system usage
• Participate in requirements, solution design, estimation, and testing discussions throughout the software development lifecycle
• Verify system usability through workflow, interface, and use-case validation activities
• Support implementation, rollout, regression validation, and post-go-live stabilization activities
• Prepare functional and solution-related documentation according to business and project requirements

• Support audit, compliance, and process optimization activities related to business applications and operational processes

   

Requirements:

• 2+ years of experience in Application Consulting, ERP/CRM support, Functional Consulting, Key User, or related business application roles
• Experience working with ERP/CRM systems and enterprise business applications in a customer-facing or operational environment
• Solid understanding of business processes across finance, sales, operations, logistics, or supply chain domains
• Ability to analyze business needs, investigate complex issues, and propose effective functional solutions
• Experience communicating with customers, stakeholders, and cross-functional teams in a professional environment
• Ability to facilitate discussions, clarify requirements, and align business and technical teams
• Experience documenting functional requirements, business scenarios, testing activities, and solution-related documentation
• Understanding of software development lifecycle (SDLC), release processes, and testing approaches
• Experience participating in implementation, rollout, support, or stabilization activities for business applications
• Strong analytical thinking, problem-solving, and decision-making skills
• Strong communication and presentation skills with the ability to lead workshops, demos, or user sessions
• Proactive mindset, ownership, and ability to work independently in a dynamic environment
• Bachelor’s or Master’s degree in Business, IT, Economics, Finance, Management, or a related field
• English - Upper-Intermediate level or higher
   

What We Offer
 

Growth and Development

• Clear career path and transparent growth opportunities
• Work with international clients and partners
• Access to professional trainings, seminars, and certifications
• Internal knowledge sharing and mentorship from experienced experts
• Corporate English language courses

Team and Culture

• A professional, friendly, and collaborative team
• Transparent communication and regular feedback
• Supportive culture with a balance of professionalism and fun

Compensation and Benefits

• Competitive market-based compensation, linked to the EUR rate
• Annual salary reviews based on performance
• Flexible working hours (start between 8:00 and 10:00 AM)
• Hybrid or remote work options — choose what suits you best
• Clear processes without unnecessary bureaucracy
• Health insurance and mental health support program
• 20 paid vacation days and 10 paid sick leaves per year
• Healthy work-life balance