Merchant Trainer and Technical Support (Field)

Company Description

Founded in 2011, Petpooja is a leading SMB SaaS company, serving over 150,000 restaurants across India, the Middle East, UAE, South Africa, and Canada. Petpooja offers comprehensive management solutions, from billing and inventory management to online ordering and front-to-back office modules, catering to single outlets and large chains alike. Backed by high-profile investors, the company is driven to innovate with technology to organize the unstructured restaurant sector globally. With over 1,400 employees, Petpooja processes over 200,000 daily invoices and collaborates with 300+ organizations, including Zomato, Swiggy, and HDFC Bank. The company has also developed advanced AI and machine learning applications to optimize business management for SMBs.

Role Description

Can visit our Restaurant Partners in the Field

Provide service and customer support during field visits

Install our POS software in their System / Device

Give training about our product to our client

Diagnose errors or technical problems and determine proper solutions to resolve their queries

Build positive relationships with customers

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network configuration

Ask customers targeted questions to understand the root of the problem quickly

Communicate with clients through a series of actions, either via phone, email or chat, until

they've solved a technical issue, Ensure all issues are properly logged

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, mobile devices and other tech products.

Ability to diagnose and troubleshoot basic technical issues.

Familiarity with remote desktop applications.

Excellent problem-solving and communication skills.

Ability to provide step-by-step technical help, both written and verbal.

Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Qualifications

• Strong technical skills, with familiarity in software installation, troubleshooting, and system operations
• Training and communication skills, including the ability to deliver clear instructions and build strong client relationships
• Problem-solving skills with attention to detail and a customer-centric mindset
• Previous experience in technical support, training, or sales is an advantage
• Prior knowledge of restaurant operations or POS software is preferred
• Willingness to work on-site and travel to client locations in North Goa
• Proficiency in relevant software or technologies, with a capability to adopt new tools