Customer Support Specialist

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 3-5 years of experience in Tech Support / Customer Support , preferably for SaaS or Point of Sale systems. Good understanding of restaurant operations is a strong advantage. Strong troubleshooting skills (networking basics, hardware devices, printers, tablets, etc.). Excellent spoken and written communication skills . Ability to multitask and handle pressure in a fast-paced environment. Willingness to work in rotational shifts , including weekends if required. High empathy, patience, and customer-first mindset . Strong ownership and accountability mindset. 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 Exposure to franchise or multi-venue operations. 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