ERP

JOB DESCRIPTION
L1 Support – Business Applications Support
Company
Zigly
Function
Technology / Business Applications
Role
L1 Support – Store and WH Operations
Reporting To
Business Applications / IT Support Lead
Location
Delhi
Role Overview
The L1 Support – Store Operations role will be responsible for providing first-level technology and application support to Zigly stores and business teams, ensuring smooth day-to-day store operations. The role will primarily support retail POS, ERP and connected business applications, resolve incidents within defined SLAs, coordinate with L2/L3 and technology partners, and support reconciliations, master data, integrations, UAT and new store setups.
Key Responsibilities
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Provide Level 1 support for Wondersoft POS and store operations, including day-to-day application and transaction-related issues.
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Monitor, log, classify, prioritize and track incidents/requests through the ticketing system, ensuring timely closure and proper documentation.
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Identify the nature and likely root cause of issues and provide the appropriate solution, workaround or first-level troubleshooting.
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Support configuration and setup of promotions, deals and offers in the relevant business applications.
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Support stock adjustment postings and related store/ERP transactions.
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Provide L1 support for warehouse and other department functions in NetSuite ERP.
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Perform and support reconciliation of sales, inventory and other operational data across POS, NetSuite and connected systems.
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Manage and maintain key business masters including Vendor, Customer, Location and HSN masters, ensuring accuracy and timely updates.
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Support store users with application queries, user guidance and training where required.
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Coordinate new store/location opening and closure activities, including required system/application setup and validation.
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Support the business team in reconciliation and validation of posted data between systems and investigate discrepancies.
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Monitor and support data flow/integrations between Wondersoft POS, NetSuite and other connected applications; identify and escalate integration issues.
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Participate in UAT for system/process changes and enhancements, execute test scenarios and document observations/results.
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Escalate unresolved issues to L2/L3 teams or technology partners within the defined SLA and follow up until resolution.
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Coordinate with internal stakeholders and external technology partners for incident resolution, enhancements and BAU support.
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Prepare and maintain process notes, SOPs, troubleshooting guides and user/training documents.
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Maintain clear incident records, resolution notes and recurring-issue observations to improve support quality and reduce repeat incidents.
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Provide support during business-critical periods, store launches and operational activities as required, including shifts where applicable.
Required Qualifications
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B.Tech / B.E. in Computer Science, Information Technology or a related engineering discipline, or MCA, preferably from a reputed university/institute.
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Relevant experience in retail technology, retail POS support, ERP/application support or business application support.
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Hands-on or working knowledge of retail POS and store operations is essential.
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Working knowledge of ERP systems.
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Understanding of application integrations, data flow and basic troubleshooting across connected systems.
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Good understanding of sales, inventory, stock movement and retail reconciliation processes.
Preferred Experience & Skills
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Experience supporting multiple retail stores, store users or distributed business operations.
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Exposure to POS–ERP integrations and transaction/data reconciliation.
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Basic understanding of SQL, APIs, logs or integration monitoring will be an advantage.
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Strong ticket management, incident prioritization and SLA management skills.
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Good analytical and problem-solving ability with a structured approach to troubleshooting.
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Ability to learn new applications and business processes quickly and adapt to changing operational requirements.
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Strong verbal and written communication skills with a professional and presentable approach.
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Ability to coordinate effectively with business users, internal technology teams and external vendors.
Behavioural Competencies
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Customer-focused and responsive towards store/business users.
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Punctual, dependable, honest and accountable for assigned responsibilities.
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Calm and solution-oriented while handling business-critical incidents.
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Willingness to work in shifts and support business requirements when needed.
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Strong ownership, follow-through and attention to detail.
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Dedicated to long-term growth and contribution within the organization.
Key Success Measures
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Timely resolution and closure of L1 incidents within agreed SLAs.
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High-quality first-level troubleshooting and effective escalation of unresolved issues.
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Accuracy of master data, store setups and operational postings.
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Timely and accurate reconciliation of sales/inventory data across systems.
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Smooth support for store openings, closures, UAT and application changes.
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Positive experience for store and business users through responsive and reliable support.
Role Context
This position is intended for a technology professional who can act as the first point of contact between Zigly's stores/business teams and the Business Applications/technology teams, with a strong focus on retail operations continuity, POS/ERP support, data accuracy and timely issue resolution.