Technical Support jobs in Kochi, Kerala

Role Overview

The Support Officer serves as the primary on-ground point of contact for Hubits' Maldivian clients. The role is responsible for keeping client operations running smoothly — resolving configuration issues both on-site and remotely, conducting site visits to troubleshoot hardware and network problems, and providing on-call coverage during evening dinner service.

The role combines remote technical support, on-site field work, account management, and on-call response.

Key ResponsibilitiesRemote Support

• Respond to client calls and WhatsApp messages regarding configuration issues, account questions, and product problems
• Use remote support tools to diagnose and resolve issues without requiring travel
• Make account configuration changes for clients (settings, user permissions, menu updates)
• Walk clients through product features over the phone or video call
• Log every client interaction in the ticketing system

On-Site Support

• Visit client outlets
• Troubleshoot and resolve network issues, disconnected printers (thermal/KOT), Wi-Fi problems, and device configuration
• Set up new devices and onboard new client locations
• Train restaurant staff on the use of Foodops and Salesmade
• Document each site visit and any issues identified

Account Management and Escalation

• Serve as the primary point of contact for assigned client accounts
• Build and maintain working relationships with restaurant managers and counter staff
• Escalate complex or unresolvable issues to the Sales Engineer with detailed reproduction steps and context
• Follow up with clients after issue resolution to confirm satisfaction

On-Call Coverage

• Provide on-call coverage on working days until 23:59 (midnight) to handle dinner service incidents
• Respond to genuine emergencies outside scheduled on-call hours as needed

Required Qualifications

• Basic IT diploma or equivalent technical experience
• Strong communication skills in English (additional languages are a plus)
• Strong customer service orientation, particularly under pressure

Preferred Qualifications

• Prior experience in IT support, field service, or hospitality technology
• Familiarity with point-of-sale (POS) systems
• Experience with remote support tools

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Food provided

Work Location: In person