Aptos Point of Sale Consultant (L2 Support Executive)

Aptos Point of Sale Consultant (L2 Support Executive)

Location: Atlanta, GA

Role Overview:

This role focuses on providing L2 (Level 2) application support for the Aptos Point of Sale (POS) Management System. The ideal candidate will have extensive functional knowledge and hands-on experience with Aptos POS, coupled with strong problem-solving skills to perform root cause analysis and handle high-priority issues directly with customers.

Key Responsibilities:

• L2 Application Support: Provide in-depth technical and functional support for the Aptos Point of Sale Management System. This includes troubleshooting, diagnosing, and resolving complex issues that go beyond initial helpdesk support.
• Root Cause Analysis (RCA): Conduct thorough investigations to identify the underlying causes of recurring or critical Aptos POS system problems. Develop and implement permanent solutions to prevent future occurrences.
• Priority Issue Handling: Manage and resolve high-priority incidents and critical outages impacting Aptos POS operations, often involving direct communication with customers to ensure timely resolution and minimize business disruption.
• Customer Interaction: Directly engage with customers to understand their issues, provide solutions, and offer guidance on Aptos POS system usage. This may involve communication via phone, email, or remote access tools.
• Documentation: Maintain accurate records of support cases, resolutions, and knowledge base articles related to Aptos POS issues and best practices.

Required Experience and Skills:

• Extensive Functional Knowledge of Aptos Point of Sale Management System: This is a critical requirement. Candidates must demonstrate deep understanding of Aptos POS functionalities, including sales transactions, returns, discounts, inventory management at the POS level, payment processing, loyalty programs, and reporting features.
• Hands-on Experience in Aptos Point of Sale Management System Support: Practical experience in supporting, configuring, and troubleshooting Aptos POS in a live retail environment is essential. This includes experience with various Aptos POS modules and their interdependencies.
• Extensive Experience in Support Application: Proven experience in an application support role, ideally within a retail or similar industry. This indicates familiarity with support methodologies, tools, and best practices.
• Retail Stores Point of Sale Application Support: Specific experience supporting POS applications within a retail store environment is highly desirable. This implies understanding the unique challenges and operational aspects of retail POS systems.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to diagnose complex technical and functional issues, often under pressure.
• Communication Skills: Excellent verbal and written communication skills to effectively interact with customers, team members, and other stakeholders.
• Customer Service Focus: A strong commitment to providing excellent customer service and ensuring customer satisfaction.

Ideal Candidate Profile:

The ideal candidate will be a highly knowledgeable and experienced support professional with a deep specialization in Aptos POS. They will be adept at quickly identifying and resolving issues, performing comprehensive root cause analysis, and effectively communicating solutions to end-users in a fast-paced retail environment.