Technical Support Specialist

About the job

ABOUT OOLIO:Oolio is a leading B2B SaaS platform transforming how hospitality venues operate and grow. Trusted by more than 22,000 venues, we power mission-critical POS, payments, online ordering, kiosks, loyalty, kitchen management, and real-time insights all within one connected ecosystem. We are building the operating system for modern hospitality simplifying complex operations, accelerating service, and unlocking smarter, data-driven decisions. Built by hospitality professionals with decades of industry experience, we understand the realities of every shift, every service rush, and every guest interaction. From cafs and quick-service restaurants to pubs, multi-site groups, and stadiums, Oolio enables venues to operate seamlessly at scale. With next-business-day settlements, powerful third-party integrations, and 24/7 real human support, we go beyond software we become long-term partners in growth. As a rapidly scaling product-led organisation, were shaping the future of hospitality technology.We build the technology backbone that powers modern hospitality businesses to perform, compete, and thrive at scale. JOB DESCRIPTION:At Oolio, Customer Support & Product Specialists are customer champions who take ownership of post-installation success across mission-critical POS and payments platforms. You will play a key role in ensuring hospitality venues operate smoothly by delivering timely, empathetic, and technically sound support within a fast-paced SaaS environment. You will collaborate closely with Product and Engineering teams in Hyderabad, as well as our Level 1 Support team in Manila, to resolve production issues, communicate product updates, and deliver an exceptional customer experience across single-site venues, franchise networks, and multi-location hospitality groups in Australia. Key focus area's - (1) Customer Support & Communication(2) Product Expertise & Cross-Team Collaboration(3) Incident Ownership & Escalation(4) Internal Tools & Process Adaptability

RESPONSIBILITIES

• Own end-to-end resolution of customer issuesfrom first response through troubleshooting, escalation, follow-up, and confirmed closure.
• Provide friendly, empathetic, and professional support to hospitality venue staff including waiters, cashiers, front-of-house managers, venue operators, and franchise stakeholders.
• Handle customer queries via live chat, ticketing systems, email, and phone while maintaining high responsiveness and service quality standards.
• Develop deep expertise in the POS and payments ecosystem including online ordering, third-party integrations, time & attendance, reservations, loyalty systems, billing workflows, and payment processing.
• Troubleshoot production issues related to billing discrepancies, order flow, menu configuration, printers, KOT/KDS systems, payment failures, hardware connectivity, and networking basics.