Job DescriptionThis is a remote position.We are growing aggressively and are looking for a committed full-time Technical SupportEngineer to join our team. If you love the idea of having a real impact on the lives of tensof 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 hardwareissues. Take full ownership of customer-reported problems and ensure their resolution. Perform diagnosis and troubleshooting of technical issues, including account setup andnetwork 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 technicalissues are resolved. Maintain positive and professional relationships with clients, fostering a friendly andjovial atmosphere. Escalate unresolved issues to the appropriate internal teams, such as softwaredevelopers, 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 aftertroubleshooting. Document technical knowledge through comprehensive notes and manuals.Requirements Minimum 1 year of professional experience as a Technical Support Engineer, DesktopSupport 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-negotiablerequirement. 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 verbalform. Additional certifications in Microsoft, Linux, Cisco, or similar technologies would beadvantageous. Preference is given to candidates with prior experience in Zendesk, Salesforce, andRingDNA technologies.
