POS SAAS Support Executive

Our Client is looking for a customer-focused Customer Support & Implementation Specialist.

This is a client-facing support and implementation role, not a software development or coding role. You will work directly with business customers, store owners, store staff, and sometimes end customers to help them use the platform effectively.

Your work will include onboarding new clients, configuring the system, taking support calls, responding to tickets and chats, troubleshooting software, device, connectivity, payment, and operational issues, and helping maintain smooth day-to-day system uptime for our customers.

The ideal candidate is someone who enjoys solving customer problems, communicating clearly with non-technical users, staying calm during urgent issues, and taking ownership until the issue is resolved.

This role is primarily about:

Customer support over calls, chat, email, and ticketing systems

Helping business owners and store teams resolve day-to-day software issues

Supporting new client onboarding and go-live activities

Troubleshooting POS, payment, device, connectivity, and software configuration issues

Coordinating with internal product and engineering teams when deeper investigation is needed

Monitoring issues, following up with customers, and ensuring timely resolution

Escalating bugs and complex technical issues with clear documentation

Escalating bugs and complex technical issues with clear documentation

 

What This Role Is Not

This is not a software developer role.

You will NOT BE EXPECTED to write production code, build new software features, or work as a backend/frontend engineer.

Qualification:

Bachelor's or Equivalent Degree

YOU MUST BE PROFICIENT IN SPEAKING ENGLISH / HINDI / TELUGU

 

Requirements

Prior experience in customer-facing technical support, SaaS support, software implementation, IT support, POS support, or application support

Comfortable taking customer calls and explaining technical issues to non-technical users

Strong troubleshooting and problem-solving skills

Ability to investigate issues patiently and follow them through to resolution

Good understanding of SaaS platforms, web applications, connectivity, user accounts, devices, and basic networking concepts

Experience using ticketing, chat, or support tools 

Strong written and verbal communication skills

Ability to work independently 

Ability to manage multiple customer issues and prioritize urgent matters

Willingness to work flexible hours or assigned shifts based on team and customer support requirements

 

SAAS software support, POS software