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.