Technical Support Executive

Overview

The position involves providing onsite client-facing technical support within a mall environment. You will manage primary queries from the mall team and store representatives, operating from a dedicated workstation with access to a computer. The role focuses on supporting WovVTech's Automated Daily Sales Reporting (ADSR) software, which delivers comprehensive sales data across tenants to optimize revenue through accurate reporting and analytics.

Key Responsibilities

• Install ADSR software across all tenant stores in the mall following a detailed installation checklist.
• Monitor daily data flow for all installed locations, identify issues promptly, and troubleshoot to restore functionality.
• Escalate unresolved technical problems related to tenant/brand systems to the appropriate stakeholders.
• Collect monthly billing and revenue (BWR) reports from tenants during the first week of every month for audit reconciliation purposes.
• Develop expertise in the audit process within three months of joining, utilizing Excel for data validation and reporting.
• Serve as the primary point of contact for the mall team by maintaining proactive communication and building strong working relationships.
• Represent WovVTech professionally with a polished appearance, wearing formal attire and shoes throughout workdays.
• Collaborate with backend and technical teams to manage complex issues beyond the first level of support.
• Adhere to scheduled working hours from 10:00 AM to 7:00 PM, Monday through Saturday, with Sundays off (subject to change based on business needs).
• Ensure punctual attendance and record time via the mall office's attendance register or biometric system daily.

Training and Support

• Receive an initial 7-10 day hands-on training from experienced senior staff covering all relevant tasks and procedures.
• Continue receiving guidance and assistance from senior team members during the learning phase to achieve proficiency.

Additional Details

This role is strictly not a coding or technical development position but requires technical aptitude for software installation and troubleshooting. It involves daily onsite presence at the mall office and engaging directly with store stakeholders. Formal dress code and a well-groomed appearance are mandatory to maintain a professional image.