Customer Support Specialist

Be the first point of contact for clients using platforms Swift Tech Co. has built and manages for them, day to day, fielding everything from basic how-do-I questions to genuine bugs that need escalation.

Responsibilities

• Respond to client support tickets within SLA using Zendesk or Freshdesk • Document common issues for the knowledge base so the same question gets answered faster next time • Escalate technical issues to the engineering team with enough detail to act on • Track ticket trends and flag recurring pain points to the product team • Follow up on resolved tickets to confirm the fix actually held