Customer Support Specialist
Job
Job Description:
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
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