Our Client is looking for a customer-focused Customer Support & Implementation Specialist.
This is a client-facing support and implementation role, not a software development or coding role. You will work directly with business customers, store owners, store staff, and sometimes end customers to help them use the platform effectively.
Your work will include onboarding new clients, configuring the system, taking support calls, responding to tickets and chats, troubleshooting software, device, connectivity, payment, and operational issues, and helping maintain smooth day-to-day system uptime for our customers.
The ideal candidate is someone who enjoys solving customer problems, communicating clearly with non-technical users, staying calm during urgent issues, and taking ownership until the issue is resolved.
This role is primarily about:
Customer support over calls, chat, email, and ticketing systems
Helping business owners and store teams resolve day-to-day software issues
Supporting new client onboarding and go-live activities
Troubleshooting POS, payment, device, connectivity, and software configuration issues
Coordinating with internal product and engineering teams when deeper investigation is needed
Monitoring issues, following up with customers, and ensuring timely resolution
Escalating bugs and complex technical issues with clear documentation
Escalating bugs and complex technical issues with clear documentation
What This Role Is Not
This is not a software developer role.
You will NOT BE EXPECTED to write production code, build new software features, or work as a backend/frontend engineer.
Qualification:
Bachelor's or Equivalent Degree
YOU MUST BE PROFICIENT IN SPEAKING ENGLISH / HINDI / TELUGU
Requirements
Prior experience in customer-facing technical support, SaaS support, software implementation, IT support, POS support, or application support
Comfortable taking customer calls and explaining technical issues to non-technical users
Strong troubleshooting and problem-solving skills
Ability to investigate issues patiently and follow them through to resolution
Good understanding of SaaS platforms, web applications, connectivity, user accounts, devices, and basic networking concepts
Experience using ticketing, chat, or support tools
Strong written and verbal communication skills
Ability to work independently
Ability to manage multiple customer issues and prioritize urgent matters
Willingness to work flexible hours or assigned shifts based on team and customer support requirements
