Call centre Tech Support

3 days ago

Mumbai Metropolitan Region, India Apprication Pvt Ltd Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Description
Apprication Pvt Ltd -Hiring for BPO Technical support Executive- Work from office -Night shift - Goregaon(E)

Job Summary
Serve as a global front-line technical expert for POS software (SaaS). You will troubleshoot issues, support installations, manage integrations, and deliver an exceptional customer experience, collaborating closely with merchants, developers, and internal stakeholders across regions.

Core Responsibilities

  • Software Support & Incident Management
  • Act as the primary point of contact for customers—respond via tickets, phone, email, and chat. Provide timely and high-quality SaaS POS support.
  • Troubleshoot software platform issues, including POS functionality, APIs, payment integrations, and cloud connectivity.
  • Log, track, escalate, and follow through on tickets; use tools like JIRA.
  • POS Integrations & API Troubleshooting
  • Support integration between the SaaS platform and POS systems, payment gateways, and backend services. Diagnose and resolve integration issues.
  • Documentation, Knowledge Base & Training
  • Create and maintain support documentation such as FAQs, onboarding guides, and troubleshooting articles.
  • Identify gaps in self-help documentation and help fill them.
  • Provide training for Merchants and support team members.
  • Merchants Communication & Stakeholder Collaboration
  • Keep Merchants updated on ticket status, resolution timelines, and escalations.
  • Work cross-functionally with product, engineering, onboarding, and customer success teams.
  • Handle administrative tasks, process compliance, and internal alignment.

Qualification

  • Fluent English Required – Your international accent should clear communication across borders
  • Accent Requirement-English with an International (Neutral) Accent
  • Merchant Support Partner – Guide merchants with software issues via phone and email—empathetically and efficiently
  • Remote Installation Wizard – Install software remotely with finesse and precision.

Skills:- Technical support, Communication Skills, POS, Business Process Outsourcing (BPO) and SAP CRM

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