Customer Support Specialist
Budget / SalaryC$46,000–56,000
TypeFreelance project
LocationRemote
Posted1 hour ago
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
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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