POS SAAS Support Executive

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.

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.