Full Time Support Lead

Weekday AI; Hyderabad; On-site; INR 300,000 - 1,000,000; Full time

Job summary

Weekday AI in Hyderabad seeks a Customer Support & Implementation Specialist to provide exceptional support for SaaS-based business applications. You will work directly with business owners, store teams, and end users to ensure onboarding, product adoption and prompt issue resolution.

You will configure systems, troubleshoot software and POS issues, and drive successful go-lives while handling calls, emails, chats and tickets to deliver outstanding customer experiences.

Qualifications

• Bachelor's degree or equivalent.
• 2+ years in customer-facing technical support or SaaS support.
• Proven ability to troubleshoot and explain technical concepts clearly to non-technical users.

Responsibilities

• Deliver customer support via phone, email, chat and ticketing systems.
• Assist with onboarding new customers, configuration, implementation and go-live activities.
• Troubleshoot software and POS systems, payment processing, device connectivity and account issues.
• Guide users in effectively using the platform and resolving day-to-day challenges.
• Document findings and escalate complex cases to engineering/product teams.

Skills

Customer support

SaaS support

Implementation

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

POS software

CRM tools

Job description

This role is for one of the Weekday's clients Salary range: Rs 300000 - Rs hidden_mobile (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.

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 elevate 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.