Technical Support Specialist

3 days ago

Stockholm, Stockholm, Sweden Sitoo Full time 350,000 - 550,000 per year

Driven by the belief that shopping should be simple and seamless, we help global fashion and lifestyle retailers by fulfilling our mission to create positive shopping experiences — every time, everywhere.

Our vision is to empower retailers with the world's leading Unified Commerce Platform and Point of Sale, removing the barriers between e-commerce, online marketplaces, and brick-and-mortar stores to support new shopping behaviors.

We're a fast-growing Swedish tech company trusted by global retailers in more than 20 countries — a number that keeps growing — and we have no intention of stopping anytime soon. As a member of our team, you'll have the opportunity to influence the future of retail. Are you one of the four Technical Support Specialists we're looking for?

Your mission at Sitoo

Our Technical Support Specialists are the front-line faces of our Customer Care, responsible for delivering an exceptional and smooth support experience to our Nordic and global retailers. You are key to ensuring the "shopping flowfulness" of our clients by providing expert guidance, troubleshooting, and support for the Sitoo solutions.

What you will do
  • Be the first point of contact for Sitoo's Nordic and global customers via phone, email, and chat (Swedish and English).
  • Provide expert support, guiding, and troubleshooting for the POS (iOS/Android) and related back-office operations.
  • Support customers with technical issues related to POS hardware integrations (printers, scanners, payment terminals) and basic IT/network configuration.
  • Log, prioritize, and manage support tickets (cases) efficiently, ensuring clear and accurate documentation of all reported issues and resolutions.
  • Proactively gather information and reproduce issues to effectively resolve problems on the first contact (first-call resolution).
  • Collaborate closely with Second Line Support, Product, and Development teams to escalate complex, unresolved technical incidents while maintaining ownership of customer communication.
  • Contribute to the continuous improvement of the Customer Care knowledge base by identifying, updating, and creating new support articles and internal guides.
  • Embrace the Sitoo values, acting as a friendly, solution-oriented partner to our customers, driving the mission to create positive shopping experiences, every time and everywhere.
What you'll bring to the table
  • Fluent communication skills in both Swedish and English (written and verbal).
  • Proven experience in a technical support, service desk, or customer-facing IT role.
  • Basic working knowledge of IT infrastructure, mobile applications (iOS/Android), and network troubleshooting.
  • Demonstrated ability to technically troubleshoot software/hardware issues and efficiently manage a queue of support tickets.
  • A naturally service-minded, patient, and pedagogical approach to guiding users through complex technical steps.
  • Well-structured, organized, with great attention to detail and documentation.
  • Experience supporting SaaS solutions, preferably in a B2B environment, is a plus.

Why Sitoo

We dare to dream big, we have the courage to keep raising the bar, and we're committed to being a force for good in retail. We believe in an inclusive culture where everyone feels a sense of belonging. We support each other, we win together, we celebrate success together, and we overcome challenges together.

Today, we're more than 100 dedicated experts with a positive and solution-oriented mindset. Most importantly, we take care of each other, and we never forget to have fun. 

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