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.

Onsite Technical Support