Field Operations Support Specialist

Description:

Nexite is a leading startup, revolutionizing retail IoT. We are developing a platform that merges the physical and digital retail spaces. Our innovative platform is based on cutting edge battery-less BLE tags that communicate with a cloud platform through an in-store wireless access network. Using our data and cloud platform, we can provide retailers with previously unattainable insights and analytics and at the same time vastly improve the customer experience.

The Field Operations Support Specialist will ensure the smooth operation and adoption of Nexite’s technology in retail stores. This role combines on-site support, managing field-raised support tickets, and offering operational and technical solutions. The candidate will work closely with store teams, providing training and ensuring the technology’s effective use.

Responsibilities:

• Build relationships with store managers and employees, providing support for Nexite’s technology
• Conduct on-site and remote training to ensure effective use of Nexite’s tools and systems
• Spend time in the field, troubleshooting and optimizing system performance, ensuring day-to-day operations run smoothly
• Analyze store data to identify issues or opportunities for optimization, providing actionable insights to both store teams and internal stakeholders
• Act as a liaison between store operations and the R&D team, raising bugs and feedback from the field

Requirements:

• Strong technical aptitude, with the ability to understand data and troubleshoot system-related issues
• Proven experience in customer support or handling technical support requests
• Excellent interpersonal and communication skills to train and support store teams effectively
• Proficiency in collaboration tools such as Jira, Monday, Confluence, and Zendesk
• Ability to effectively communicate technical issues to R&D and raise bugs as needed
• Willingness to spend significant time in the field and traveling abord, working closely with store operations
• Time Management: Ability to effectively prioritize tasks in a fast-paced environment
• Capable of analyzing performance data and providing actionable insights
• Proficient in creating clear, concise reports and guides for internal and external stakeholders