Technical Support Representative

OolioHyderabad, Republic Of India, IN

10 hours ago

Job description

Job Title : Customer Support & Product Specialist | Level 1 Support

Domain : POS & Payments (Hospitality Tech)

Location : Hyderabad, India

Department : Post-Installation Support

On Site : Work from Office with Flexible Day Off’s | 5 days a week

Work Timings : 9am to 6pm IST

Years of Experience : 3-5yrs

About the Role

We are seeking a customer-focused, empathetic, and tech-savvy Customer Support & Product Specialist to join our post-installation support team in Hyderabad. In this role, you will support hospitality venues across Australia—ranging from single-site cafes and restaurants to large franchise and multi-venue groups—on our suite of POS and payment-related technology products.

You will work closely with our development and product teams in Hyderabad, as well as our Level 1 support team in Manila, to ensure smooth operations, timely issue resolution, and an exceptional customer experience.

Key Responsibilities

Customer Support & Communication

Provide friendly, empathetic, and professional customer support to hospitality venue staff including waiters, cashiers, front-of-house managers, venue operators, and franchise groups.
Handle customer queries via Intercom (live chat), HubSpot (ticketing), email, and phone.
Communicate product updates, feature behaviour, and best practices clearly and effectively in excellent English.

Product Expertise & Cross-Team Collaboration

Develop a deep understanding of our POS and payments ecosystem, including online ordering solutions, third-party integrations, time and attendance, reservations, and loyalty systems.

Work closely with product and development teams to stay updated on features and product improvements.

Translate complex technical concepts into simple, customer-friendly explanations.

Incident Ownership & Escalation

Take ownership of production issues reported by customers or L1 teams.

Follow up proactively with development teams until resolution is delivered back to the customer.

Ensure accurate documentation and timely updates across internal systems.

Internal Tools & Process Adaptability

Use Intercom, HubSpot, Microsoft Teams, Outlook, and other internal tools effectively.

Adapt quickly to new support tools and product enhancements.

Required Skills & Experience

3-5 years of experience in Tech Support / Customer Support , preferably for SaaS or Point of Sale systems.

Good understanding of restaurant operations is a strong advantage.

Strong troubleshooting skills (networking basics, hardware devices, printers, tablets, etc.).

Excellent spoken and written communication skills .

Ability to multitask and handle pressure in a fast-paced environment.

Willingness to work in rotational shifts , including weekends if required.

High empathy, patience, and customer-first mindset .

Strong ownership and accountability mindset.

Familiarity with online ordering platforms and integrations - Troubleshoot issues related to billing, order flow, menu configuration, printers, KOT, KDS, payments, hardware connectivity, and other POS modules

Exposure to franchise or multi-venue operations.

Experience with Intercom or Ticketing System like HubSpot / Zendesk etc

What We Offer

Opportunity to work with a fast-growing hospitality tech company.

Close collaboration with product and development teams in Hyderabad.

Hands-on experience with Australian hospitality venues.

Growth path into advanced product support or customer success roles.

Benefits

Employee Health Insurance

High end gadgets to work with

Complimentary food and beverages while working from office

Performance Bonus

Flexi Work Week

Create a job alert for this search

Technical Support • Hyderabad, Republic Of India, IN

Related jobs

Promoted

SaaS Customer Support

PlusVibeHyderabad, IN

AI campaign assistance, and more.This is a full-time remote role for a Technical Customer Support at Plusvibe.This person will be responsible for providing technical support to users, ensuring cust...Show moreLast updated: 17 days ago

Promoted

Technical Support Team Lead

LTIMindtreeHyderabad, Telangana, India

JD for Microsoft Teams : Hyd / Banaglore / Pune Required to work in majorly US shifts(6.IST) 1) Must have Office 365 Knowledge. Must have knowledge of Teams Administration.Hands-On expertise with Micros...Show moreLast updated: 16 days ago

Promoted

Technical Support Engineer

SutherlandHyderabad, India

Job Description : Technical Support Engineer.You will support both on-premises and cloud-based deployments, including AWS-hosted instances, and play a key part in delivering world-class technical as...Show moreLast updated: 1 day ago

Promoted

Pegasystems - Manager - Technical Support

Pegasystems Worldwide India Pvt. Ltd.Hyderabad

Description : Meet Our Team As part of the Global Client Support organization, Manager provides a frontline, leading edge environment to learn an...Show moreLast updated: 30+ days ago

Promoted
New!

Epic Systems Technical Support Professional

Hiresquad ResourcesHyderabad, Republic Of India, IN

We are seeking a skilled and detail-oriented Epic Clinical Service Desk Analyst to provide frontline support for our healthcare IT environment. The ideal candidate will have hands-on experience with...Show moreLast updated: 8 hours ago

Promoted

Technical Support (Integration)

Ztek ConsultingHyderabad, Republic Of India, IN

Must have Bachelor's degree in Computer Science or related field (or equivalent degree and experience).Web based products or e-commerce preferred). Candidates with lesser experience will be consider...Show moreLast updated: 9 days ago

Promoted

Remote Technical Support

ConfidentialHyderabad / Secunderabad, Telangana, India

Remote

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.Seeking new possibilities and always staying curious, we are a team dedicated to cre...Show moreLast updated: 3 days ago

Promoted

Customer Support Representative

Kell TechHyderabad, Telangana, India

At Kell Tech, we’re driven by one mission : to make technology work for people.We create impactful solutions that solve real-world challenges, from software solutions to data & AI innovations, tradi...Show moreLast updated: 3 days ago

Promoted

Technical Support Analyst

Randstad EnterpriseHyderabad, Telangana, India

As the leading global talent solutions provider, Randstad Enterprise enables companies to create sustainable business value and agility by keeping people at the heart of their organizations.Our int...Show moreLast updated: 5 days ago

Promoted

XTGlobal - Technical Support Specialist

XTGLOBAL INFOTECH LIMITEDHyderabad

Tech Support Specialist Hyderabad - WFO (Hybrid) Full Time - 2-11 PM IST 5+ years experience.Job Details : We are...Show moreLast updated: 4 days ago

Promoted

Technical Support Engineer

AtlassianHyderabad, IN

Atlassians can choose where they work – whether in an office, from home, or a combination of the two.That way, Atlassians have more control over supporting their family, personal goals, and other p...Show moreLast updated: 16 days ago

Promoted

Technical Support Engineer

Wissen InfotechHyderabad, Telangana, India

Provide remote support to customers worldwide, addressing technical issues promptly and professionally.Troubleshoot and resolve software and hardware problems related to Windows OS, Office Products...Show moreLast updated: 11 days ago

Promoted

Customer Support Representative

Investment Banking & Private Equity Institute® (IBPEI)hyderabad, telangana, in

Are you a customer-focused professional with excellent communication skills? We’re looking for a Customer Support Representative to join our team and provide exceptional service to our clients.If y...Show moreLast updated: 3 days ago

Promoted

Application Support / Technical Support

ConfidentialHyderabad / Secunderabad, Telangana, India

A Business Support Analyst I is someone who has 6-12 months experience in an application support role or can demonstrate an aptitude for problem solving through their education / work experience.The ...Show moreLast updated: 11 days ago

Promoted

Technical Support Engineer

Alvaria CXHyderabad, IN

From the merger of two leaders in the.ASPECT Software and Noble Systems, comes.A new global force delivering leading edge. We blend the agility of a start-up mentality with the stability of an estab...Show moreLast updated: 30+ days ago

Promoted

Technical Support

ConfidentialHyderabad / Secunderabad, Telangana

As a Technical Support Advocate, you will be the frontline representative for Microsoft's consumer products.Your primary responsibility is to assist customers with technical issues related to Micro...Show moreLast updated: 30+ days ago

Promoted

Manager, Technical Support

ConfidentialHyderabad / Secunderabad, Telangana, India

As part of the Global Client Support organization, Manager provides a frontline, leading edge environment to learn and apply your knowledge by helping our customers operate their Pegasystems soluti...Show moreLast updated: 30+ days ago

Promoted

Technical Support Engineer

Insight GlobalHyderabad, Telangana, India

User Support & Customer Service.Demonstrated ability to explain complex technical concepts to non-technical audiences.Strong customer service orientation with patience and empathy.Experience triagi...Show moreLast updated: 14 days ago