Product Support Specialist

Title: Product Support Specialist (Technical Support Specialist)
Location: Jaipur, India
Reporting To: Manager, Technical Support

Punchh is seeking a Product Support Specialist to join our Support team in Jaipur, India. In this customer-facing role, the Product Support Specialist will be trained on the Punchh marketing platform, becoming the primary point of contact for business customers. This position involves assisting with questions and configurations of campaigns, software integrations, and features like loyalty programs and gift card management on the Punchh platform. We are looking for someone who is passionate about customer excellence, with an interest in marketing technology platforms and supporting business customers in the restaurant, convenience store, and retail industries. The ideal candidate should be inquisitive, process-oriented, and solution-driven.

What You'll Do:

• Engage with business customers via phone and email to support the Punchh marketing platform's SaaS application, including Point of Sale (POS) and API integrations.
• Investigate and troubleshoot technical issues within the Punchh SaaS platform.
• Understand customers' business needs and objectives for campaigns and segments created on the platform.
• Flexibility to work Day, Afternoon, or Night shifts (IST hours) with occasional on-call or overtime as needed.

What You'll Need:

• Minimum of 3 years in a technical support or troubleshooting role with SMB and enterprise customers within a SaaS company.
  • Including 3 years of experience in at least two of the following areas: SMTP, DNS, HTML/CSS, Network troubleshooting, API log reading, Mobile App troubleshooting, POS system implementation, and troubleshooting.
• Experience with marketing technology, loyalty programs, or digital marketing campaigns is a plus.
• Curious and investigative, adept at asking probing questions to understand and address customer issues.
• Excellent time management skills, with the ability to manage time-sensitive tasks and deadlines.
• Skill in prioritizing and triaging competing tasks while maintaining customer satisfaction.
• High customer empathy and commitment to issue resolution.
• Impeccable attention to detail.
• Clear and effective communicator on Zoom/Teams meetings and in email.
• Creative and resourceful problem-solver.
• Strong sense of accountability and ownership.
• Bachelor’s Degree in a technical field.