Technical Support Engineer

Job description

About us
At SwiftSku, we are dedicated to helping independent convenience store owners unlock
their full potential through innovative technology solutions. Our mission is to empower
your businesses with the tools and insights needed to streamline your operations,
leverage promotional discounts, and increase revenue. With our state-of-the-art business
intelligence platform, you can make data-driven decisions, optimize inventory, and stay
ahead of the competition. Join us and experience the SwiftSku advantage in transforming
your convenience store business.
Job Description
This is a remote position.
We are growing aggressively and are looking for a committed full-time Technical Support
Engineer to join our team. If you love the idea of having a real impact on the lives of tens
of thousands of small business owners while working with an amazing group of people,
then SwiftSku is for you.
What you will do?
 Conduct thorough research to identify effective solutions for software and hardware
issues.
 Take full ownership of customer-reported problems and ensure their resolution.
 Perform diagnosis and troubleshooting of technical issues, including account setup and
network configuration.
 Use targeted questions to identify the root cause of problems swiftly.
 Track computer system issues and ensure they are resolved within agreed timeframes.
 Guide clients through troubleshooting steps via phone and email until their technical
issues are resolved.
 Maintain positive and professional relationships with clients, fostering a friendly and
jovial atmosphere.
 Escalate unresolved issues to the appropriate internal teams, such as software
developers, when necessary.
 Provide timely and accurate feedback to customers regarding their technical inquiries.
 Utilize internal databases and external resources to deliver precise technical solutions.
 Ensure all issues are accurately logged and documented.
 Effectively prioritize and manage multiple open issues simultaneously.
 Follow up with clients to confirm the functionality of their IT systems after
troubleshooting.
 Document technical knowledge through comprehensive notes and manuals.
Requirements
 Minimum 1 year of professional experience as a Technical Support Engineer, Desktop
Support Engineer, IT Help Desk Technician, or a similar role.
 Proven experience in handling and supporting international clients.
 Fluent in Gujarati, Hindi, and English languages, which is a non-negotiable
requirement.
 Proficient in working with Windows, Linux, and Mac OS environments.
 Skilled in diagnosing and resolving basic technical issues.
 Familiarity with remote desktop applications and help desk software.
 Strong problem-solving abilities and effective communication skills.
 Capable of providing clear step-by-step technical assistance, both in written and verbal
form.
 Additional certifications in Microsoft, Linux, Cisco, or similar technologies would be
advantageous.
 Preference is given to candidates with prior experience in Zendesk, Salesforce, and
RingDNA technologies.

Interested candidates can apply on below mentioned 

sangeo.george@white-force.in

9303447007