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 Offs | 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 Australiaranging from single-site cafes and restaurants to large franchise and multi-venue groupson 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