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, in office 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