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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