Associate - Product Support Specialist

As a Product Support Associate at UrbanPiper in Bangalore, you will play a crucial role in managing the complex ecosystem that connects global delivery partners to merchant POS systems. You will diagnose technical data gaps, interpret system behavior, and ensure smooth functioning of integrations that directly impact restaurant operations at scale. Your role will require strong ownership, structured thinking, and the ability to perform in a high-volume, SLA-driven environment. Key Responsibilities: - Learn and effectively use all core tools, dashboards, and applications needed for troubleshooting customer issues. - Identify customer needs, gather clarity, research concerns, and provide accurate resolutions or suitable alternatives. - Build strong customer relationships by delivering clear, empathetic, and proactive support. - Contribute to the teams SLA, CSAT, and quality goals through consistent performance. - Meet individual and team targets across productivity, quality, and adherence metrics. - Collaborate closely with peers and internal teams to ensure seamless resolution of customer issues. Qualifications Required: - B.Tech degree preferred. Candidates with strong analytical and technical problem-solving skills will be considered regardless of specialization. - 12 years of experience in customer support/product support/operations roles, preferably in SaaS. - Strong analytical thinking and ability to understand technical systems such as logs, APIs, and data flows. - Strong verbal communication skills in English and Hindi; Arabic is a plus. - Strong listening skills with the ability to grasp context quickly. - High adaptability to changing processes, feedback, and product updates. - Basic proficiency in Google Sheets (filters, formatting, and data entry). - Familiarity with CRM tools such as Salesforce (added advantage). - Comfortable using communication and productivity tools like Gmail and Slack. - Basic technical understanding of support issues, integrations, and workflows, with a willingness to learn deeply. Do note that this role is not suitable for individuals who struggle to accept and act on real-time feedback, those seeking a fully flexible or part-time schedule, anyone uncomfortable with frequent process or product updates, and individuals who find it difficult to work under pressure or handle multiple tasks at once. If you join UrbanPiper, you can expect a high ownership role with real-time business impact, structured training and continuous learning opportunities, leave benefits as per company policy, and exposure to the global market. As a Product Support Associate at UrbanPiper in Bangalore, you will play a crucial role in managing the complex ecosystem that connects global delivery partners to merchant POS systems. You will diagnose technical data gaps, interpret system behavior, and ensure smooth functioning of integrations that directly impact restaurant operations at scale. Your role will require strong ownership, structured thinking, and the ability to perform in a high-volume, SLA-driven environment. Key Responsibilities: - Learn and effectively use all core tools, dashboards, and applications needed for troubleshooting customer issues. - Identify customer needs, gather clarity, research concerns, and provide accurate resolutions or suitable alternatives. - Build strong customer relationships by delivering clear, empathetic, and proactive support. - Contribute to the teams SLA, CSAT, and quality goals through consistent performance. - Meet individual and team targets across productivity, quality, and adherence metrics. - Collaborate closely with peers and internal teams to ensure seamless resolution of customer issues. Qualifications Required: - B.Tech degree preferred. Candidates with strong analytical and technical problem-solving skills will be considered regardless of specialization. - 12 years of experience in customer support/product support/operations roles, preferably in SaaS. - Strong analytical thinking and ability to understand technical systems such as logs, APIs, and data flows. - Strong verbal communication skills in English and Hindi; Arabic is a plus. - Strong listening skills with the ability to grasp context quickly. - High adaptability to changing processes, feedback, and product updates. - Basic proficiency in Google Sheets (filters, formatting, and data entry). - Familiarity with CRM tools such as Salesforce (added advantage). - Comfortable using communication and productivity tools like Gmail and Slack. - Basic technical understanding of support issues, integrations, and workflows, with a willingness to learn deeply. Do note that this role is not suitable for individuals who struggle to accept and act on real-time feedback, those seeking a fully flexible or part-time schedule, anyone uncomfortable with frequent process or product updates, and individuals who find it difficult to work under pressure or handle multiple tasks at once. If