Full Time Support Lead

This role is for one of the Weekday's clients Salary range: Rs 300000 - Rs 1000000 (ie INR 3-10 LPA) Experience: 2+ yrs Location: Hyderabad Job Type: Full-Time We are looking for a customer-focused Customer Support & Implementation Specialist to provide exceptional support and implementation services for SaaS-based business applications. This is a client-facing role where you will work directly with business owners, store teams, and end users to ensure seamless onboarding, effective product adoption, and prompt issue resolution. You will play a key role in onboarding new customers, configuring systems, troubleshooting software and operational issues, and delivering outstanding customer support across calls, emails, chats, and ticketing platforms. The ideal candidate is a proactive problem-solver who enjoys helping customers, communicates technical concepts clearly to non-technical users, and takes ownership of issues until they are fully resolved. Requirements Key Responsibilities Deliver customer support through phone, email, chat, and ticketing systems, ensuring timely and effective issue resolution. Assist with onboarding new customers, system configuration, implementation, and go-live activities. Troubleshoot software, POS systems, payment processing, device connectivity, user accounts, and application-related issues. Guide business owners and store teams in effectively using the platform and resolving day-to-day operational challenges. Investigate technical issues, document findings, and escalate product bugs or complex cases to internal engineering and product teams. Monitor customer issues proactively, provide regular follow-ups, and ensure complete resolution within agreed service levels. Coordinate with cross-functional teams to support smooth product implementations and enhance the overall customer experience. Maintain accurate documentation of customer interactions, troubleshooting steps, and implementation activities. Prioritize multiple support requests while effectively managing urgent incidents and customer expectations. Contribute to continuous improvements in support processes, knowledge sharing, and customer satisfaction. What Makes You a Great Fit Bachelor's degree or equivalent qualification. Prior experience in customer-facing technical support, SaaS support, application support, software implementation, IT support, or POS software support. Strong understanding of SaaS platforms, web applications, user account management, POS systems, connectivity, devices, and basic networking concepts. Excellent troubleshooting and analytical skills with the ability to identify root causes and resolve issues efficiently. Experience working with ticketing systems, customer support platforms, and live chat tools. Strong verbal and written communication skills with proficiency in English, Hindi, and Telugu. Ability to explain technical concepts clearly to non-technical users while maintaining a customer-first approach. Excellent organizational skills with the ability to manage multiple customer issues and prioritize effectively. Self-motivated, adaptable, and capable of working independently in a fast-paced support environment. Willingness to work flexible shifts based on customer and business support requirements. .