RetailPro PoS L2 Consultant

Role Summary

• POS Operations & Support Management

• Own 24x7 support for RetailPro POS across all stores.
• Manage and resolve L1/L2 incidents related to billing, returns, exchanges, promotions, loyalty, and payments.
• Act as escalation point (L2/L3) for critical store issues impacting revenue.
• Ensure >99.8% POS uptime across stores.

• RetailPro Functional Expertise (Fashion Retail Focus)

• Support fashion retail processes:
• Size/Color matrix (variants)
• Season-based collections
• Markdown & promotions
• Returns & exchanges workflows
• Manage:
• Pricing & discount rules
• Customer profiles & loyalty
• Store transfers and stock visibility
• Ensure correct execution of daily sales cycle and store operations.

• Store Operations Support

• Provide real-time support to stores for:
• Billing failures
• Payment gateway issues
• Pricing discrepancies
• Receipt/invoice issues
• Support store opening/closing (Z-report / EOD) processes.
• Ensure smooth execution during peak retail events (e.g., sales campaigns, seasonal launches).

• Integration & Data Flow Management

• Monitor and support integrations between RetailPro POS and:
• ERP Integration and Data flow
• eCommerce platforms
• Payment gateways
• Troubleshoot:
• Sales upload failures
• Inventory sync issues
• Pricing mismatches
• Ensure real-time or near real-time data consistency.

• Release & Change Management

• Coordinate POS releases, patches, and configuration updates.
• Manage:
• Store rollouts and upgrades
• New feature deployments
• Validate changes through SIT/UAT cycles before production rollout.

• Team Leadership & Vendor Management

• Lead and mentor a team of POS support analysts (onshore/offshore).
• Manage third-party vendors (RetailPro partners, hardware vendors).
• Ensure SLA adherence and performance tracking.

• Hardware & Peripheral Support

• Oversee POS hardware ecosystem:
• Billing terminals
• Barcode scanners
• Receipt printers
• Cash drawers
• Coordinate with infrastructure teams for issue resolution.

• Monitoring, Reporting & Continuous Improvement

• Track KPIs:
• POS uptime
• Incident resolution time
• Transaction failures
• Identify recurring issues and drive root cause fixes.
• Recommend enhancements like:
• Mobile POS
• Self-checkout
• Digital receipts

Area Requirement

• Experience 5–10 years in POS support, with at least 3+ years on RetailPro
• Domain Strong experience in fashion retail (apparel, footwear, lifestyle)
• POS Expertise RetailPro (RP Prism / RP9 preferred)
• Functional Knowledge Pricing, promotions, returns, exchanges, inventory, store ops
• Integration Experience with ERP integration (SAP preferred), APIs, batch jobs
• Tools ITSM tools (ServiceNow/JIRA), SQL (basic troubleshooting)
• Hardware Knowledge of POS peripherals and store infrastructure

Key Competencies

• Strong problem-solving and troubleshooting ability
• High ownership and accountability
• Ability to work under pressure during peak retail hours
• Strong communication with business and store teams
• Leadership and team management