Technical Support Specialist

Job Description: At Oolio, as a Customer Support & Product Specialist, you will be a customer champion responsible for post-installation success across mission-critical POS and payments platforms. Your role is crucial in ensuring smooth operations for hospitality venues by providing timely, empathetic, and technically sound support within a fast-paced SaaS environment. You will collaborate with Product and Engineering teams in Hyderabad and Level 1 Support team in Manila to deliver an exceptional customer experience for single-site venues, franchise networks, and multi-location hospitality groups in Australia. Key Responsibilities: - Own end-to-end resolution of customer issues, including first response, troubleshooting, escalation, follow-up, and confirmed closure. - Provide friendly, empathetic, and professional support to hospitality venue staff through various channels like live chat, ticketing systems, email, and phone. - Develop expertise in the POS and payments ecosystem, including online ordering, third-party integrations, reservations, loyalty systems, billing workflows, and payment processing. - Troubleshoot production issues related to billing, order flow, menu configuration, printers, payment failures, hardware connectivity, and networking basics. - Take ownership of incidents reported by customers or internal L1 teams and escalate to development teams when necessary. - Translate complex technical issues into simple, customer-friendly explanations. - Maintain accurate documentation, ticket updates, and internal communication. - 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 a seamless customer experience across multi-venue and franchise operations. Qualifications Required: - Experience: 2-6 years in Tech Support / SaaS / POS systems preferred. - Education: Bachelor's Degree in any discipline. - Domain Preference: POS & Payments | Hospitality Technology. - Work Model: Work from Office - 5 Days a Week with Flexible Day Offs. - Work Timings: 9 AM - 6 PM IST (Rotational availability includes weekends). - Technology & Tools: Proficiency in POS Systems, Payment Terminals, Online Ordering Platforms, Networking Basics, Hardware Troubleshooting, Intercom, HubSpot / Zendesk (or similar ticketing systems), Microsoft Teams, Outlook. About Oolio (if available): Oolio is a leading B2B SaaS platform revolutionizing how hospitality venues operate and grow. With over 22,000 trusted venues, Oolio powers POS, payments, online ordering, loyalty, kitchen management, and real-time insights within a connected ecosystem. The company aims to simplify complex operations, accelerate service, and enable data-driven decisions, becoming long-term partners in growth for modern hospitality businesses. Job Description: At Oolio, as a Customer Support & Product Specialist, you will be a customer champion responsible for post-installation success across mission-critical POS and payments platforms. Your role is crucial in ensuring smooth operations for hospitality venues by providing timely, empathetic, and technically sound support within a fast-paced SaaS environment. You will collaborate with Product and Engineering teams in Hyderabad and Level 1 Support team in Manila to deliver an exceptional customer experience for single-site venues, franchise networks, and multi-location hospitality groups in Australia. Key Responsibilities: - Own end-to-end resolution of customer issues, including first response, troubleshooting, escalation, follow-up, and confirmed closure. - Provide friendly, empathetic, and professional support to hospitality venue staff through various channels like live chat, ticketing systems, email, and phone. - Develop expertise in the POS and payments ecosystem, including online ordering, third-party integrations, reservations, loyalty systems, billing workflows, and payment processing. - Troubleshoot production issues related to billing, order flow, menu configuration, printers, payment failures, hardware connectivity, and networking basics. - Take ownership of incidents reported by customers or internal L1 teams and escalate to development teams when necessary. - Translate complex technical issues into simple, customer-friendly explanations. - Maintain accurate documentation, ticket updates, and internal communication. - 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 a seamless customer experience across multi-venue and franchise operations. Qualifications Required: - Experience: 2-6 years in Tech Support / SaaS / POS systems preferred. - Education: Bachelor's Degree in any discipline. - Domain Preference: POS & Payments | Hospitality Technology. - Wo