Onsite Technical Support

Key Roles and Responsibilities:

  • Mall Onsite Technical Support Executive will work with the Service Delivery Managers to support WovVRA implementation and operation.
  • WovVRA is used by a location (mall, food court, airport, etc.) to capture automated daily sales data from all outlets present in the location
  • Candidate will be doing the follow ups, monitoring, and new integrations
  • New integration related activities include
  • Coordinate with brands and set up slots for utility installation / upgrade
  • Ensure the system requirements are present for smooth installation
  • Install WovVRA utility by connecting with brand teams
  • Coordination follow-ups with the retailers towards (New Brand integration)

Monitoring WovVRA data includes

  • Ensuring Availability of accurate sales data for brands
  • Daily coordination for getting the resolutions on time and timely updation of automated daily sales data
  • Sales data collection and upload on portal for select brands
  • Analysis of missing data with appropriate reasons on daily basis
  • Conduct periodic audits and report findings of the audits
  • Assist in root cause analysis of audit findings
  • Seek clarification with the Tenants / Concessionaires for data captured but not reflecting in the bill-wise report
  • Monitor brand status and correctness of overall data
  • Providing timely support and troubleshooting to the Malls/retailers/Project team
  • Identify and provide inputs on unique (or) recurring project problems
  • Update and maintain knowledge base of all tickets and issues
  • Training team on ADSR process, applications tools
  • Handle First Level Escalations
  • Develop, support, facilitate and implement a number of projects of moderate size, diversity and complexity.
  • Identify and monitor project risks through proactive approach to projects
  • Daily new live brands (PRE LIVE) huddle call to be conducted with mall team
  • Contribute to weekly project huddle call with SDM

Requirements:

  • Knowledge on project related information, viz., IIS, FTP, SFTP, Firewall, Antivirus, Cloud Server, Routers and switches.
  • Knowledge on software installation through remote connection tools and PoS understanding is a must
  • MIS Reporting experience
  • Querying / SQL language is a big plus.
  • Experience in a similar role or retail operations experience will be preferred
  • Preferable Experience with Point of Sales (POS) systems / applications.
  • Able to work independently and efficiently to meet deadlines.
  • Ability to Analyze, Research and solve Technical and project related problems.
  • Able to promptly answer support related Phone calls Emails.
  • Self-Motivated, Detail-oriented, organized Self Driven
  • Understanding of Helpdesk Store Support / proven track record and ability to supervise.
  • Understanding of Store Infrastructure (basic or advanced)
  • Knowledge of databases and network environments is a plus.
  • Previous customer service or support and/or basic technical experience required.
  • Excellent verbal and written communication skills and interpersonal skills required
  • Experience in providing support as helpdesk for Software / Hardware / Networking domain
  • Min 1 years of experience in POS Training / implementation and/or support roles.
  • Experience of traditional and/or cloud based PoS in India is required (eg. Go Frugal, Petpooja, Posist, Navision, HDPoS, etc.)
  • Courteous and professional phone manners, demeanor and attitude are essential.

Skills: Data Collection, Helpdesk, Firewall, Technical Support

Experience: 1.00-3.00 Years

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