Senior RetailMax Support Executive
Location: Lilongwe, Malawi
Company: TecnoZone IT Solutions – RetailMax Division
About RetailMax
RetailMax is Malawi's leading retail management solution and an official partner for the Malawi Electronic Invoicing System (EIS). We empower retailers with seamless compliance and drive innovation. With over 300 successful installations supporting prominent brands, RetailMax is the cornerstone of retail operations nationwide. Our influence extends internationally, with established presence in Zimbabwe, Uganda, Botswana, Kenya, and South Africa, solidifying our position as a benchmark in retail technology and customer care.
Key Responsibilities
- Provide guidance and mentorship to junior support staff.
- Address and resolve escalated client concerns with expertise and timeliness.
- Facilitate smooth client integration and optimal utilization of RetailMax functionalities.
- Collaborate with technical departments to overcome intricate issues.
- Cultivate client loyalty and satisfaction through proactive engagement.
- Develop and maintain comprehensive process documentation and client support records.
Required Skills
- Proficiency in database systems.
- Strong understanding of business analysis principles.
- Exceptional problem-solving and troubleshooting capabilities.
- A customer-centric approach complemented by effective conflict resolution skills.
- Demonstrated ability to train, mentor, and oversee junior team members.
- Excellent verbal and written communication skills, coupled with robust documentation abilities.
- Technical expertise in Point of Sale (POS) systems, SQL databases, and reporting tools.
- Capacity to perform effectively under pressure and manage multiple client demands concurrently.
- Adept at rapid learning and skill acquisition.
Educational Qualifications
- A Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related discipline.
- Professional accreditations in Customer Support, IT Service Management (ITIL), or Retail Systems will be considered advantageous.
- A minimum of 3–5 years of experience in customer support or the management of retail systems.
Career Growth
This position is structured to pave the way for future leadership roles, such as Customer Support Team Lead or Client Success Specialist, offering a defined career path within RetailMax's expanding global operations.
How to Apply
Please submit your Curriculum Vitae (CV) and a cover letter to hradmin@tecnozone.net. Ensure your email subject line reads:
Application – Senior RetailMax Support Executive.