89 888
8 123
We are seeking a highly skilled and motivated POS Knowledge Manager to join our POS Support Team. In this role, you will be responsible for developing, delivering, and managing training programs that ensure our support team is proficient in using the internal applications and tools necessary to assist our clients effectively. You will work closely with team members, identify training needs, create tailored training materials, and provide ongoing support to ensure high levels of application knowledge within the department.
Key Responsibilities:
Training Development & Delivery:
• Design and conduct training sessions (both in-person and virtual) to ensure the support team is equipped to handle technical inquiries and troubleshoot issues related to Infrasys POS and its integrations effectively.
• Build and deliver live online, in person, and on demand courses covering new releases, core workflows, and advanced feature adoption
• Create and maintain comprehensive training materials (user guides, confluence manuals, training manuals, internal tutorials) tailored to Infrasys POS system.
• Partner with team leaders to run needs analyses, uncover skill gaps, and prioritize curriculum backlogs.
• Co define (with team leaders) measurable performance goals for each training initiative.
• Develop bespoke learning modules for high value customers or pilot features, ensuring account teams can tailor guidance that drives adoption and retention.
• Join strategic account reviews to surface emergent training opportunities
Onboarding & Knowledge Transfer:
• Lead onboarding training sessions for new support team members, ensuring they are well-versed in Infrasys POS and support-specific workflows and procedures.
• Facilitate knowledge-sharing workshops to encourage ongoing learning and application best practices.
Assessment & Feedback:
• Regularly assess the teams understanding and proficiency with Infrasys POS via practical assessments and feedback sessions.
• Collect feedback from trainees and support team members to continuously improve training programs and materials.
• Design multi level certification exams (knowledge + hands on practicum).
• Administer assessment platforms, and renewal/recertification policies.
• Report certification analytics to leadership and identify continuous improvement actions. Works closely with Support Management to flag any potential agent and/or team performance issues
Support & Troubleshooting:
• Stay up to date with the latest Shiji software updates and new features to provide accurate and timely training.
Continuous Improvement:
• Collaborate with product and technical teams to understand new features or changes to Infrasys POS and incorporate this information into training materials.
• Identify opportunities to streamline training processes, improve training efficiency, and enhance the overall learning experience for the support team.
Documentation & Reporting:
• Maintain a training calendar, documenting all training activities and progress for team members.
• Produce regular reports on the effectiveness of training programs and the teams progress in mastering internal applications.
• Track KPIs such as training attendance, completion rates, time to proficiency, CSAT, feature adoption lift, and revenue impact.
• Present quarterly insights and recommendations to senior leadership.
Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.
Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.