Customer Support (Salem)

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 clear documentation

What This Role Is Not.

This is not a software developer role.

You will not be expected to write production code, build current 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 experie Apply on Kit Job: kitjob.in/job/4mwzxz