Technical Support Analyst

About Us: MostEdge is revolutionizing the retail industry with a cutting-edge analytics platform designed to prioritize customer needs and shape the future of retail. From advanced POS systems and self-service kiosks to surveillance, loyalty solutions, and next-level consumer engagement tools, MostEdge empowers businesses to transform every customer interaction into a profitable opportunity. By seamlessly integrating retail management processes, optimizing supply chains, and ensuring stock availability for in-demand products, MostEdge enables businesses to grow efficiently while eliminating time-consuming administrative tasks. As the only company offering 24/7 c-store operations, shrink management, audits, and reconciliation services, MostEdge ensures that every transaction is secure, accurate, and optimized for success. Beyond technology, MostEdges learning academy nurtures employees and owners into tomorrows retail leaders, fostering innovation and growth across the industry. By partnering with retailers, distributors, and manufacturers, MostEdge is not just enhancing retail operationsits empowering businesses to thrive sustainably, profitably, and confidently in an ever-evolving market. With customer presence in more than twenty states, the companys staff services customers from Atlanta, Georgia, Hyderabad, Vadodara and Vijayawada locations.

The Opportunity:

What Are We Looking For:

You will thrive in MostEdge if you have:

Values of customer first, service excellence, keeping it simple, teamwork, urgency.

Student of the market and is in tune with what is happening around them.

Passion for doing something amazing and let others achieve the same.

Commitment to making something happen and inspiring others.

Ability to learn fast and recognize there is an invisible line between success and short comings.

Mindset of not giving up...help team completing things today vs. tomorrow.

Drive and excitement for working in a fast-paced environment.

The desire to work collaboratively with a tight knit but quickly growing team.

Flexibility, humility, and a sense of humour.

KEY RESPONSIBILITIES:

Accountability:

Coordinate and execute installation schedules for new store locations.

Act as the primary point of contact for store owners during the onboarding phase.

Oversee and support the installation of hardware/software solutions at store sites (e.g., POS systems, payment terminals, network devices).

Collaborate with internal teams (Sales, Tech Support, Customer Support) to ensure smooth handover and transition.

Provide remote and/or onsite training to store staff on system usage and best practices.

Troubleshot installation and setup issues in coordination with the development team.

Maintain accurate records of onboarding activities, timelines, and issues.

Track KPIs and feedback to improve the onboarding process over time.

Scope:

Using remote tools and CRMs/ticketing systems to solve issues and manage escalation flow

Troubleshoot problems, resolve complaints, and escalate complex cases to relevant teams or management when needed.

Assist with onboarding, explain product features, offer best-practice usage tips, and support technical troubleshooting.

Outcomes:

Guide and resolve customer inquiries with effective interaction.

Reduce the need for repeat contacts or escalations.

Handle calls, emails, or chats efficiently without compromising quality.

Meet predefined time benchmarks while maintaining accuracy.

Convert negative experiences into positive outcomes.

Help improve customer lifetime value through excellent service.

Qualifications :

Education: Diploma or Bachelors degree(Any)

Experience :

o 1 to 2 years of experience in onboarding, technical installation, customer support, or field operations (preferably in retail or convenience store environments).

o Strong understanding of retail operations, consumer behavior.

Mandate:- Work location: Hyderabad(On-site) - Need Gujarati Speaking person.