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 in office 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
Robust 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