Technical Support Executive

Onsite Support Executive – Job Description

Role Overview

The Onsite Support Executive is a client-facing support role responsible for ensuring the smooth functioning of WovVTech's Automated Daily Sales Reporting (ADSR) solution within assigned shopping malls.

This is not a core technical or software development role. You will not be involved in coding or programming-related activities. Instead, you will serve as the primary point of contact for the mall management team and tenant stores, providing operational support and coordinating issue resolution.

This is not a field-based role. You will be stationed at the assigned mall office and provided with a dedicated workstation along with a laptop or desktop to perform your responsibilities.

About WovVTech

WovVTech provides WovVRA (Automated Daily Sales Reporting - ADSR), a smart platform that enables shopping malls to automate tenant sales data collection and reporting.

Our solution captures daily sales, billing, and revenue information from retail stores, allowing mall management to:

• Access accurate and automated sales data
• Monitor tenant performance
• Generate advanced analytics and reports
• Compare sales across multiple locations
• Track revenue trends
• Improve operational efficiency and ROI

The WovVRA portal provides secure, role-based access, enabling authorized users to manage multiple mall locations through a single platform.

Key Responsibilities

1. Software Installation & Onboarding

• Install WovVTech software at tenant stores after verifying the installation checklist.
• Coordinate with store personnel to complete the installation process successfully.

2. Daily Sales Data Monitoring

• Monitor daily sales data flow from all integrated tenant stores.
• Troubleshoot data flow issues wherever possible.
• Escalate issues to the respective tenant, mall management, or internal technical team whenever required.
• Follow up until the issue is resolved and normal data flow is restored.

3. Audit & Reconciliation

• Collect BWR (Billing-wise Reports) from tenant stores during the first week of every month.
• Perform audit reconciliation using the collected reports.
• Gain complete understanding of the audit process within the first three months of joining.
• Good working knowledge of Microsoft Excel is essential for this responsibility.

4. Client Relationship Management

• Maintain a professional and positive relationship with mall management and tenant stores.
• Act as WovVTech's onsite representative.
• Provide timely updates on ongoing issues and resolutions.
• Ensure prompt and proactive communication with stakeholders.

5. Coordination with Internal Teams

• Work closely with the backend support and technical teams.
• Escalate complex issues with complete details and assist in their timely resolution.
• Ensure proper follow-up until closure.

Work Expectations

• Maintain a professional appearance by wearing formal attire and shoes during working hours.
• Demonstrate excellent communication skills and customer service attitude.
• Be punctual, responsible, and proactive in handling day-to-day activities.
• Accurately maintain attendance through the mall's attendance register or biometric system, wherever applicable.

Working Hours

• Working Days: Monday to Saturday
• Weekly Off: Sunday
• (Subject to business requirements, the weekly off may be changed to a weekday in the future.)
• Working Hours: 10:00 AM to 7:00 PM

Employees are expected to adhere to the prescribed working hours and attendance procedures.

Training & Learning

• A senior team member will provide 7–10 days of hands-on training covering all essential processes and responsibilities.
• Your performance will be assessed during and after the training period to ensure readiness for independent handling of responsibilities.
• Continuous guidance and support will be available from senior team members and the technical team during your learning phase.

Preferred Skills

• Good communication and interpersonal skills
• Basic computer proficiency
• Working knowledge of Microsoft Excel
• Problem-solving and troubleshooting ability
• Customer-focused attitude
• Willingness to learn new processes
• Ability to coordinate with multiple stakeholders
• Professional grooming and etiquette

Career Growth

This role offers exposure to mall operations, retail technology, client relationship management, data auditing, and operational support. High-performing employees may have opportunities to grow into senior support, operations, client success, or implementation roles within WovVTech.