Onsite Technical Support

Job Summary:

WovV Technologies, Global Business Productivity SaaS company, is hiring Onsite Technical Support Executives in Udaipur / Bangalore / Pune / Coimbatore locations.

WovVTech’s suite of products are now empowering users across 3000 locations in 50 countries to digitize their operations, get real time decision driven analytics and improve productivity. It counts global fortune 500 companies as its customers for SaaS products and technology services.  It is amongst Top 20 Global SaaS startups recognized by CIO Review in 2020 and Top 10 Best SaaS companies in India, as recognized by CEO Insights.

Experience: 1-3 Yrs (Fresher’s can apply)

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 in 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.

Perks and Benefits:

• Work from Home / Remote Working
• Flexibility in timings
• Team Outing
• Performance Bonus
• Employee reference bonus policy
• Exciting career path with an exponentially growing company
• Fun activities
• Deserving compensation