Technical Support & 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 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. - 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 various integrations and systems. - Troubleshoot production issues related to billing, order flow, hardware connectivity, and networking basics. - Take ownership of incidents reported by customers or internal teams and ensure structured escalation 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. - Qualifications Required: - 26 years of experience in Tech Support / SaaS / POS systems preferred. - Bachelors Degree in any discipline. - Good hands-on experience supporting production-grade SaaS or POS systems. - Strong troubleshooting skills across software, hardware, and networking basics. - Excellent spoken and written communication skills with high customer empathy. - Ability to multitask and handle pressure in fast-paced, high-volume support environments. - Exposure to franchise or multi-venue hospitality operations is a plus. - 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 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. - 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 various integrations and systems. - Troubleshoot production issues related to billing, order flow, hardware connectivity, and networking basics. - Take ownership of incidents reported by customers or internal teams and ensure structured escalation 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. - Qualifications Required: - 26 years of experience in Tech Support / SaaS / POS systems preferred. - Bachelors Degree in any discipline. - Good hands-on experience supporting production-grade SaaS or POS systems. - Strong troubleshooting skills across software, hardware, and networking basics. - Excellent spoken and written communication skills with high customer empathy. - Ability to multitask and handle pressure in fast-paced, high-volume support environments. - Exposure to franchise or multi-venue hospitality operations is a plus. - Strong collaboration skills across cross-functional and international teams.