WovV Technologies Looking for Technical Support Engineer at Remote

WovV Technologies; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated Onsite Technical Support Executive to join their dynamic team. This role involves collaborating with service delivery managers to ensure the smooth implementation and operation of WovVRA systems across various locations such as malls and airports. The ideal candidate will have a knack for troubleshooting technical issues, coordinating installations, and ensuring accurate sales data reporting. With a focus on customer service and technical expertise, this position offers the opportunity to make a significant impact in a fast-paced environment. If you are self-motivated and thrive in a collaborative setting, this is the perfect role for you.

Qualifications

• Experience in technical support and project management is essential.
• Knowledge of POS systems and SQL is a significant advantage.

Responsibilities

• Provide onsite technical support and troubleshoot issues for retailers.
• Coordinate installations and monitor data accuracy for sales reporting.

Skills

Technical Support

Project Management

SQL

Point of Sale (POS) Systems

MIS Reporting

Customer Service

Troubleshooting

Remote Connection Tools

Data Analysis

Education

Bachelor's degree in a related field

Tools

IIS

FTP/SFTP

Firewall

Antivirus

Cloud Server

Routers and Switches

Job description

Job Description – Onsite Technical Support

Location: Indore

Experience: 1-3 Years (Fresher’s can apply as well)

Key Roles and Responsibilities:

1. Mall Onsite Technical Support Executive will work with the Service Delivery Managers to support WovVRA implementation and operation.
2. WovVRA is used by a location (mall, foodcourt, airport, etc.) to capture automated daily sales data from all outlets present in the location.
3. Candidate will be doing the follow ups, monitoring, and new integrations.
4. New integration related activities include:
1. Coordinate with brands and set up slots for utility installation/upgrade.
2. Ensure the system requirements are present for smooth installation.
3. Install WovVRA utility by connecting with brand teams.
4. Coordination & follow-ups with the retailers towards new brand integration.
5. Monitoring WovVRA data includes:
1. Ensuring availability of accurate sales data for brands.
2. Daily coordination for getting the resolutions on time and timely updation of automated daily sales data.
3. Sales data collection and upload on portal for select brands.
4. Analysis of missing data with appropriate reasons on daily basis.
5. Conduct periodic audits and report findings of the audits.
6. Assist in root cause analysis of audit findings.
7. Seek clarification with the tenants/concessionaires for data captured but not reflecting in the bill-wise report.
8. Monitor brand status and correctness of overall data.
6. Providing timely support and troubleshooting to the malls/retailers/project team.
7. Identify and provide inputs on unique (or) recurring project problems.
8. Update and maintain knowledge base of all tickets and issues.
9. Training team on ADSR process, applications & tools.
10. Handle first level escalations.
11. Develop, support, facilitate and implement a number of projects of moderate size, diversity and complexity.
12. Identify and monitor project risks through proactive approach to projects.
13. Daily new live brands (PRE LIVE) huddle call to be conducted with mall team.
14. Contribute in weekly project huddle call with SDM.

Requirements:

1. Knowledge on project related information, viz., IIS, FTP, SFTP, Firewall, Antivirus, Cloud Server, Routers and switches.
2. Knowledge on software installation through remote connection tools and PoS understanding is a must.
3. MIS Reporting experience.
4. Querying/SQL language is a big plus.
5. Experience in a similar role or retail operations experience will be preferred.
6. Preferable – Experience with Point of Sales (POS) systems/applications.
7. Able to work independently and efficiently to meet deadlines.
8. Ability to analyze, research and solve technical and project related problems.
9. Able to promptly answer & support related phone calls & emails.
10. Self-motivated, detail-oriented, organized & self-driven.
11. Understanding of Helpdesk Store Support/proven track record and ability to supervise.
12. Understanding of Store Infrastructure (basic or advanced).
13. Knowledge of databases and network environments is a plus.
14. Previous customer service or support and/or basic technical experience required.
15. Excellent verbal and written communication skills and interpersonal skills required.
16. Experience in providing support as helpdesk for Software/Hardware/Networking domain.
17. Min 1 year of experience in POS Training/implementation and/or support roles.
18. Experience of traditional and/or cloud-based PoS in India is required (e.g., Go Frugal, Petpooja, Posist, Navision, HDPoS, etc.).
19. Courteous and professional phone manners, demeanor and attitude are essential.

Job Type: Full-time

Salary: ₹15,000.00 – ₹20,000.00 per month