Key Responsibilities:

1. Act as the first-level support for retail outlets through phone, email, or help desk system.
2. Register complaints and service requests from outlets accurately.
3. Provide basic guidance and troubleshooting for: Forecourt and allied equipment (basic checks), connectivity or communication-related disruptions impacting operations and power supply-related and equipment health issues.
4. Perform preliminary checks, resets, and validations as per standard operating procedures.
5. Coordinate with field technicians, vendors, and support teams for site visits and resolution.
6. Escalate critical operational issues affecting sales, safety, or compliance as per the escalation matrix.
7. Monitor open complaints and follow up for timely closure.
8. Update outlet staff on status and expected resolution timelines.
9. Maintain call logs, complaint records, and basic daily/weekly reports.
10. Support rollout of new outlets or equipment by providing coordination assistance.