Customer Support Specialist

4 hours ago

Hyderabad Telangana India, Telangana Oolio Full time

Job Title: Customer Support & Product Specialist | Level 1 Support

Domain: POS & Payments (Hospitality Tech)

Location: Hyderabad, India

Department: Post-Installation Support

On Site: Work from Office with Flexible Day Off’s | 5 days a week

Work Timings : 9am to 6pm IST

Years of Experience: 3-5yrs

About the Role

We are seeking a customer-focused, empathetic, and tech-savvy Customer Support & Product Specialist to join our post-installation support team in Hyderabad. In this role, you will support hospitality venues across Australia—ranging from single-site cafes and restaurants to large franchise and multi-venue groups—on our suite of POS and payment-related technology products.

You will work closely with our development and product teams in Hyderabad, as well as our Level 1 support team in Manila, to ensure smooth operations, timely issue resolution, and an exceptional customer experience.

Key Responsibilities


Customer Support & Communication

  • Provide friendly, empathetic, and professional customer support to hospitality venue staff including waiters, cashiers, front-of-house managers, venue operators, and franchise groups.
  • Handle customer queries via Intercom (live chat), HubSpot (ticketing), email, and phone.
  • Communicate product updates, feature behaviour, and best practices clearly and effectively in excellent English.


Product Expertise & Cross-Team Collaboration

  • Develop a deep understanding of our POS and payments ecosystem, including online ordering solutions, third-party integrations, time and attendance, reservations, and loyalty systems.
  • Work closely with product and development teams to stay updated on features and product improvements.
  • Translate complex technical concepts into simple, customer-friendly explanations.

Incident Ownership & Escalation

  • Take ownership of production issues reported by customers or L1 teams.
  • Follow up proactively with development teams until resolution is delivered back to the customer.
  • Ensure accurate documentation and timely updates across internal systems.

Internal Tools & Process Adaptability

  • Use Intercom, HubSpot, Microsoft Teams, Outlook, and other internal tools effectively.
  • Adapt quickly to new support tools and product enhancements.

Required Skills & Experience

  1. 3-5 years of experience in Tech Support / Customer Support, preferably for SaaS or Point of Sale systems.
  2. Good understanding of restaurant operations is a strong advantage.
  3. Strong troubleshooting skills (networking basics, hardware devices, printers, tablets, etc.).
  4. Excellent spoken and written communication skills.
  5. Ability to multitask and handle pressure in a fast-paced environment.
  6. Willingness to work in rotational shifts, including weekends if required.
  7. High empathy, patience, and customer-first mindset.
  8. Strong ownership and accountability mindset.
  9. Familiarity with online ordering platforms and integrations - Troubleshoot issues related to billing, order flow, menu configuration, printers, KOT, KDS, payments, hardware connectivity, and other POS modules
  10. Exposure to franchise or multi-venue operations.
  11. Experience with Intercom or Ticketing System like HubSpot / Zendesk etc


What We Offer

  • Opportunity to work with a fast-growing hospitality tech company.
  • Close collaboration with product and development teams in Hyderabad.
  • Hands-on experience with Australian hospitality venues.
  • Growth path into advanced product support or customer success roles.

Benefits

  • Employee Health Insurance
  • High end gadgets to work with
  • Complimentary food and beverages while working from office
  • Performance Bonus
  • Flexi Work Week

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