Technical Installation Support Specialist

Who we are:
Micromart is redefining how people access what they need, wherever they need it. We provide fully autonomous, AI powered Smart Stores that bring convenience, customer delight, and easy operations to store operators, turning any location into a retail opportunity. Our team is a unique combination of software engineers, hardware engineers, and business operators who have previously worked at such companies as Amazon, IBM, and Google.

The role:
As an Installation Support Specialist for our Micromart Smart Stores, you will be the primary remote point of contact guiding customers and contractor teams through the successful installation and setup of their stores. You’ll manage multiple installations simultaneously, ensuring each site is set up correctly, and activated on time.

Key Responsibilities:
- Technical Customer Service: Be the primary point of contact while customers perform Micromart Smart Store setups, providing them remote guidance, answer questions and testing the system setup remotely.
- Setup and Test Connectivity: Use proprietary tools to identify best SIM network connectivity. Assist customers in connecting router to Wi-Fi
- Provide Technical Expertise to Customers Develop in-depth knowledge of the Micromart setup process and product (mechanical, electrical and software)
- Store Activation: Push and validate software updates, configure customer system parameters and ensure the system is performing according to expectations. Complete final checks and validations (eg transaction tests and sensor checks)
- Troubleshoot: as required, perform technical troubleshooting and resolution
- Escalate Claims & Spare Parts: In cases of damaged or missing equipment, report and escalate issues to other team members.

Qualifications:
- Demonstrated experience in remote technical or installation support.
- Fluent in English (written and spoken). Comfortable to communicate via phone or video call with customers to help navigate through complex setup.
- Familiarity with hardware and software systems
- Familiarity with networking basics (Wi-Fi, connectivity testing)
- Familiarity with computer basics (how to setup monitors, USB devices etc).
- Basic software principles (modifying / running variables in a script)
- Highly organized, able to handle multiple projects and priorities simultaneously.
- Problem-solving attitude with high attention to detail and commitment to customer service
- BONUS: experience in vending machines, point of sale, inventory control, packaged foods and drinks, retail industry

About you:
We are looking for someone who is reliable, punctual, has a strong work ethic, is highly focused, highly detail oriented, can follow instructions, can think critically and is unafraid to ask for help and provide feedback.

Minimum technical requirements:
- High-speed internet (minimum 20 Mbps)
- Computer with Chrome or Safari browser
- Computer capable of high-quality video streaming
- Ideally, have a large monitor
- Working web-camera, headphones and microphone for video calling

How to Apply:
1. Submit your resume
2. Send us a short introductory video of yourself. Make sure to include: your full name, which city you work from, what accomplishment are you most proud of (personal or professional), and why you are interested in this position.
3. Indicate your availability and shift preference (Philippine day-time, night-time, weekend availability)

Join our growing PH team to help deliver seamless, customer-focused installation experiences for our innovative Micromart technology!