Technical Support Executive

Job Description: Tech Support Executive - SIPO

We are seeking a skilled and dedicated Tech Support Executive to join our team at SIPO, a comprehensive POS and restaurant management platform. This is an excellent opportunity for a technical professional who is passionate about hospitality technology and delivering exceptional remote customer support.

About the Role:

As a Tech Support Executive at SIPO, you will provide remote technical assistance to our restaurant and hospitality clients, helping them with system installations, configuration, and ongoing support via phone calls, AnyDesk, and other remote tools. This role requires excellent communication skills, technical expertise, and a customer-first approach.

Key Responsibilities:

• Guide clients through remote installation and setup of SIPO modules (POS, KDS, Online Ordering, Admin Panel, Self-Service Kiosks)
• Provide remote technical support via phone, AnyDesk, email, and chat
• Troubleshoot and resolve technical issues with SIPO applications and integrations
• Assist clients with system configuration, settings adjustments, and customization
• Help configure network settings, remote access, and cloud connectivity for SIPO systems
• Train end-users on system operation, features, and best practices through remote sessions
• Debug software issues and coordinate with the development team when necessary
• Document support tickets, resolutions, and maintain knowledge base articles
• Assist with database queries, report generation, and data management tasks
• Handle client escalations professionally and ensure timely resolution
• Provide guidance on hardware compatibility (printers, payment terminals, tablets, etc.)
• Stay updated with SIPO platform updates and new features

Required Skills & Qualifications:

• Proven experience in technical support or helpdesk roles (minimum 1-2 years)
• Strong understanding of POS systems, restaurant operations, or hospitality software
• Proficiency with remote support tools (AnyDesk, TeamViewer, etc.)
• Basic knowledge of databases (MySQL/SQL queries)
• Understanding of networking fundamentals (local networks, port forwarding, IP configuration)
• Familiarity with Windows and Android operating systems
• Excellent troubleshooting and problem-solving abilities
• Strong verbal and written communication skills in English
• Patient and customer-oriented approach
• Ability to work independently and handle multiple support tickets simultaneously
• Comfortable working in shifts to provide extended support hours
• Basic understanding of server environments and cloud platforms

Desirable Qualifications:

• Experience with Laravel-based applications or web technologies
• Knowledge of Flutter mobile applications
• Familiarity with Firebase, payment gateway integrations
• Experience with POS hardware (thermal printers, cash drawers, barcode scanners)
• Understanding of multi-location business operations
• Previous experience in the hospitality or F&B industry
• Technical degree/diploma in Computer Science or IT

What We Offer:

• Competitive salary package based on experience
• Work-from-home/hybrid work options
• Comprehensive training on SIPO platform
• Direct collaboration with the development team
• Career growth opportunities within a growing tech company
• Supportive team environment
• Professional development and upskilling opportunities
• Performance-based incentives

Work Details:

• Location: Trivandrum (Work from office/Hybrid options available)
• Type: Full-time
• Work Hours: Flexible shifts to provide extended support coverage

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Work Location: In person