• Become an expert on Swiftly’s suite of solutions and assist customers on issues and concerns. Provide reliable direction to customers in both technical and non-technical terms. • Quickly and accurately handle all levels of technical support communications, across multiple channels, precisely tracking all customer interactions via Zendesk, Jira, Github and other tools. • Take end-to-end ownership of issues, following through until you reach an appropriate resolution. • Handle daily technical support requests from customers, including bugs, technical issues, product questions, feature requests, hardware and software, account creation and providing basic product education. • Serve as technical support for Swiftly and assist in troubleshooting hardware issues: GPS units, tablets, and other integrated fleet hardware. You’ll be thoroughly trained on this, don’t worry! • Train and optimize our email AI agent by thoughtfully updating it’s knowledge through written content, documentation, and video recordings. • Lead troubleshooting of bugs and other issues as they arise. Document and partner with Product and Engineering teams to usher through resolution. • Investigate and solve complex data questions. • Build relationships with other departments and work together to solve technical and non-technical challenges. • Create and maintain internal and customer-facing technical support documentation and resources. • Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues • Troubleshooting and investigating issues that arise from customers. • Be the customer advocate! You are their eyes, ears, and heart here at Swiftly.