This role is for one of our clients
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.
