• Develop a deep understanding of Sweed’s products, features, functionality, and integrations • Handle customer issues across multiple channels (email, live chat, phone — inbound and outbound), escalating when needed • Use internal documentation and external resources to resolve issues efficiently • Maintain accurate and detailed records of customer interactions in our service desk system • Troubleshoot complex technical issues using all relevant tools • Take full ownership of customer issues and follow them through to resolution • Stay up to date with product releases, internal processes, and best practices • Execute tasks as directed by senior team members and contribute to continuous improvement