Job Description – Technical Support Executive
Experience: 0-3 Years (Fresher’s can apply as well)
Key Roles and Responsibilities:
-Mall Onsite Technical Support Executive will work with the Service Delivery Managers to support Software implementation and operation.
-Software is used by a location (mall, foodcourt, 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 our software / utility by connecting with brand teams
-Coordination & follow-ups with the retailers towards(New Brand integration) ADSR LIVE
-Monitoring software data includes
-Ensuring Availability of accurate sales data for brands
-Daily coordination for getting the resolutions on time and timely updating of ADSR 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 , 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
-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 ( Preferred )
-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.