Onsite Technical Support

Key Roles and Responsibilities:

• Work with Service Delivery Managers to support WovVRA implementation and operation onsite at malls and similar locations.
• Manage follow-ups, monitor system performance, and handle new integrations related to WovVRA.

New Integration Activities:

• Coordinate with brand teams to schedule utility installation or upgrades.
• Ensure system requirements are met for smooth installation.
• Install WovVRA utility in coordination with brand teams.
• Follow up with retailers regarding new brand integrations.

Monitoring WovVRA Data:

• Ensure availability of accurate daily sales data for all brands.
• Coordinate daily to resolve issues and ensure timely updates of automated sales data.
• Collect and upload sales data for select brands onto the portal.
• Analyze missing data daily and document appropriate reasons.
• Conduct periodic audits and report findings.
• Assist in root cause analysis of audit findings.
• Clarify discrepancies with tenants/concessionaires regarding sales data and billing reports.
• Monitor brand status and data accuracy overall.

Support and Troubleshooting:

• Provide timely support to malls, retailers, and project teams.
• Identify and report unique or recurring project issues.
• Maintain a knowledge base of all tickets and issues.
• Train teams on ADSR processes and application tools.
• Handle first-level escalations effectively.

Project Management:

• Develop, support, facilitate, and implement moderate complexity projects.
• Identify and proactively monitor project risks.
• Conduct daily huddle calls with mall teams for new live brands (PRE LIVE).
• Participate in weekly project huddle calls with Service Delivery Managers (SDM).