Serve as the first point of contact for clients using company-built platforms. Respond to support tickets within SLA, document recurring issues, escalate bugs to engineering, identify ticket trends for the product team, and follow up with clients after resolution.
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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