{"id":3274705,"url":"https://alion.io/job/urbanpiper-associate-product-support-specialist","title":"Associate - Product Support Specialist","company":{"id":2113895,"name":"UrbanPiper","domain":"urbanpiper.com","url":"https://alion.io/company/urbanpiper","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":550000,"max":650000,"currency":"INR","period":"year","gross":null,"usd_annual":6864},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":true},{"name":"Google Sheets","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-26T09:37:37Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-01T20:24:26Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Associate - Product Support Specialist\nLocation: Bangalore (on-site)\nWorking Days: 5 days per week\nShift Timings: Rotational 24x7 (including night shifts and weekends)\nInterview Process: In-person interview at the UrbanPiper Office (Nallurhalli, Bengaluru)\nWho are we?\nAt UrbanPiper, we power the infrastructure behind modern restaurant commerce.\nFrom global QSR chains to fast-growing brands, 45,000+ restaurants rely on us to manage orders, integrate systems, and deliver seamless customer experiences across channels.\nToday, UrbanPiper is a $100M organization built on a decade of deep integration expertise - and we’re now evolving into an AI-first platform powering the next generation of restaurant operations.\nThe Product Support Team\nWe don’t believe in “Customer Support.” We believe in Product Support - a team that sits at the intersection of:\nCustomer experience\nProduct quality\nOperational excellence\nThis team is:\nThe first responder to real-world product issues\nThe voice of the customer inside the company\nThe feedback engine that drives product and process improvements\nThey don’t just solve tickets. They identify patterns, influence roadmaps, and improve systems.\nThe Role We’re Hiring For\nWe are looking for a Product Support Associate who will be the first point of contact in managing the complex ecosystem that connects global delivery partners (Zomato, Talabat, Uber Eats, etc.) to merchant POS systems.\nThis is not a conventional support role. You will diagnose technical data gaps, interpret system behaviour, and ensure smooth functioning of integrations that directly impact restaurant operations at scale.\nThe role requires strong ownership, structured thinking, and the ability to perform in a high-volume, SLA-driven environment.\nWe’re looking for operators who can go beyond handling queries - individuals who can:\nOwn outcomes, not just tasks\nThink in systems, not tickets\nAct as mini product managers from the frontlines\nKey Responsibilities:\nLearn and effectively use all core tools, dashboards, and applications needed for troubleshooting customer issues.\nIdentify customer needs, gather clarity, research concerns, and provide accurate resolutions or suitable alternatives.\nBuild strong customer relationships by delivering clear, empathetic, and proactive support.\nContribute to the team’s SLA, CSAT, and quality goals through consistent performance.\nMeet individual and team targets across productivity, quality, and adherence metrics.\nCollaborate closely with peers and internal teams to ensure seamless resolution of customer issues.\nRequirements:\nB.Tech degree preferred. Candidates with strong analytical and technical problem-solving skills will be considered regardless of specialisation.\n1-2 years of experience in customer support/product support/operations roles, preferably in SaaS\nStrong analytical thinking and ability to understand technical systems such as logs, APIs, and data flows.\nStrong verbal communication skills in English and Hindi; Arabic is a plus.\nStrong listening skills with the ability to grasp context quickly.\nHigh adaptability to changing processes, feedback, and product updates.\nBasic proficiency in Google Sheets (filters, formatting, and data entry).\nFamiliarity with CRM tools such as Salesforce (added advantage).\nComfortable using communication and productivity tools like Gmail and Slack.\nBasic technical understanding of support issues, integrations, and workflows, with a willingness to learn deeply.\nWho is this role not for:\nIndividuals who struggle to accept and act on real-time feedback.\nThose seeking a fully flexible or part-time schedule.\nAnyone uncomfortable with frequent process or product updates.\nIndividuals who find it difficult to work under pressure or handle multiple tasks at once.\nPerks & Benefits\nHigh ownership role with real-time business impact\nStructured training and continuous learning\nLeave benefits as per company policy\nExposure to global market","description_format":"text","description_chars":3956,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Scheduling & Booking Software"],"lifecycle":[{"event":"open","at":"2026-10-26T13:44:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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