Customer Support & Implementation Specialist — SaaS / POS …, Pune

About the Role SMRT Systems is looking for a customer-focused Customer Support & Implementation Specialist to join our remote support and operations team. This is a client-facing support and implementation role, not a software development or coding role. You will work directly with business customers, store owners, store staff, and sometimes end customers to help them use the SMRT platform effectively. Your work will include onboarding new clients, configuring the system, taking support calls, responding to tickets and chats, troubleshooting software, device, connectivity, payment, and operational issues, and helping maintain smooth day-to-day system uptime for our customers. The ideal candidate is someone who enjoys solving customer problems, communicating clearly with non-technical users, staying calm during urgent issues, and taking ownership until the issue is resolved. What This Role is. This role is primarily about:
- Customer support over calls, chat, email, and ticketing systems
- Helping business owners and store teams resolve day-to-day software issues
- Supporting new client onboarding and go-live activities
- Troubleshooting POS, payment, device, connectivity, and software configuration issues
- Coordinating with internal product and engineering teams when deeper investigation is needed
- Monitoring issues, following up with customers, and ensuring timely resolution
- Escalating bugs and complex technical issues with clear documentation
- Escalating bugs and complex technical issues with transparent documentation What This Role Is Not. This is not a software developer role. You will not be expected to write production code, build new software features, or work as a backend/frontend engineer. Candidates looking primarily for coding, software development, DevOps, or data engineering roles may not be the right fit for this position. Qualification
- Bachelor's or Equivalent Degree
- YOU MUST BE PROFICIENT IN SPEAKING ENGLISH Requirements
- Prior experience in customer-facing technical support, SaaS support, software implementation, IT support, POS support, or application support
- Comfortable taking customer calls and explaining technical issues to non-technical users
- Strong troubleshooting and problem-solving skills
- Ability to investigate issues patiently and follow them through to resolution
- Good understanding of SaaS platforms, web applications, connectivity, user accounts, devices, and basic networking concepts
- Experience using ticketing, chat, or support tools such as Zendesk, Intercom, Freshdesk, Jira, or similar platforms
- Strong written and verbal communication skills
- Ability to work independently in a remote environment
- Ability to manage multiple customer issues and prioritize urgent matters
- Willingness to work flexible hours or assigned shifts based on team and customer support requirements Work Environment
- Fully remote role based in India
- Full-time contract position
- Customer-facing and support-oriented role
- Working hours will be flexible and assigned based on the team, customer coverage, and operational support needs
- May require evening, late evening, or weekend coverage depending on business requirements
- Requires a quiet work environment, a reliable internet connection, and comfortable handling customer calls remotely Salary Range: ₹9,00,000 to ₹12,00,000 per annum. Employment Type: Full-time, Contract. Location: Fully Remote. Company Description SMRT Systems is a cloud-based business management platform built specifically for dry cleaners, combining industry expertise with modern SaaS technology. SMRT helps businesses improve efficiency, reduce labor costs, and streamline daily operations through tools for point of sale, payments, automation, reporting, customer communication, route management, and digital marketing. SMRT also offers Bubblepay, a cashless payment and automation platform for laundromats. BubblePay helps laundromat owners connect machines, kiosks, mobile payments, customer apps, and owner management tools into one simple system, enabling easier payments, remote operations, customer loyalty, and business growth. With locations in North Carolina, California, Sweden, and Australia, SMRT supports dry-cleaning and laundry businesses around the world. The team is focused on helping customers modernize operations, improve service quality, and run more efficient businesses. Apply on Kit Job: kitjob.in/job/4mv6vn