Technical Support and Product Specialist

As a Customer Support & Product Specialist at Oolio, you will be a customer champion responsible for post-installation success across mission-critical POS and payments platforms. Your role will involve delivering timely, empathetic, and technically sound support within a fast-paced SaaS environment to ensure hospitality venues operate smoothly. Key Focus Areas: - Customer Support & Communication - Product Expertise & Cross-Team Collaboration - Incident Ownership & Escalation - Internal Tools & Process Adaptability Responsibilities: - Own end-to-end resolution of customer issues, from first response through troubleshooting, escalation, follow-up, and confirmed closure. - Provide friendly, empathetic, and professional support to hospitality venue staff, including waiters, cashiers, front-of-house managers, venue operators, and franchise stakeholders. - Handle customer queries via live chat, ticketing systems, email, and phone while maintaining high responsiveness and service quality standards. - Develop deep expertise in the POS and payments ecosystem, including online ordering, third-party integrations, time & attendance, reservations, loyalty systems, billing workflows, and payment processing. - Troubleshoot production issues related to billing discrepancies, order flow, menu configuration, printers, KOT/KDS systems, payment failures, hardware connectivity, and networking basics. - Take ownership of incidents reported by customers or internal L1 teams and ensure structured escalation to development teams when required. - Follow up proactively with Engineering and Product teams until resolution is delivered back to the customer. - Translate complex technical issues into simple, customer-friendly explanations. - Maintain accurate documentation, ticket updates, and internal communication across support systems. - Adapt quickly to new product enhancements, support tools, and process updates. - Contribute to continuous improvement of support documentation, knowledge bases, and internal workflows. - Collaborate cross-functionally to ensure seamless customer experience across multi-venue and franchise operations. Requirements: - Role: Customer Support & Product Specialist Level 1 Support - Experience: 2 6 Years (strong hands-on experience in Tech Support / SaaS / POS systems preferred) - Education: Bachelors Degree (Any discipline) - Domain Preference: POS & Payments | Hospitality Technology - Work Model: Work from Office 5 Days a Week (Flexible Day Offs) - Work Timings: 9 AM 6 PM IST (If required - Rotational availability includes weekends) - Technology & Tools: POS Systems, Payment Terminals, Online Ordering Platforms, Networking Basics, Hardware Troubleshooting (Printers, Tablets, Devices), Intercom, HubSpot / Zendesk (or similar ticketing systems), Microsoft Teams, Outlook Other Requirements: - Good hands-on experience supporting production-grade SaaS or POS systems. - Good understanding of restaurant and hospitality operations (strong advantage). - Strong troubleshooting skills across software, hardware, networking basics, and third-party integrations. - Excellent spoken and written communication skills with high customer empathy. - Ability to multitask and handle pressure in fast-paced, high-volume support environments. - High ownership and accountability mindset with strong follow-through on issue resolution. - Exposure to franchise or multi-venue hospitality operations is a plus. - Ability to translate technical concepts into clear, non-technical explanations for customers. - Strong collaboration skills across cross-functional and international teams. As a Customer Support & Product Specialist at Oolio, you will be a customer champion responsible for post-installation success across mission-critical POS and payments platforms. Your role will involve delivering timely, empathetic, and technically sound support within a fast-paced SaaS environment to ensure hospitality venues operate smoothly. Key Focus Areas: - Customer Support & Communication - Product Expertise & Cross-Team Collaboration - Incident Ownership & Escalation - Internal Tools & Process Adaptability Responsibilities: - Own end-to-end resolution of customer issues, from first response through troubleshooting, escalation, follow-up, and confirmed closure. - Provide friendly, empathetic, and professional support to hospitality venue staff, including waiters, cashiers, front-of-house managers, venue operators, and franchise stakeholders. - Handle customer queries via live chat, ticketing systems, email, and phone while maintaining high responsiveness and service quality standards. - Develop deep expertise in the POS and payments ecosystem, including online ordering, third-party integrations, time & attendance, reservations, loyalty systems, billing workflows, and payment processing. - Troubleshoot production issues related to billing discrepancies, order flow, menu configuration, printers, KOT/KDS systems, payment failures, hardware