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.

Requirements

2+ years of experience working with Enterprise SaaS customers OR 2+ years of experience in the transit or transportation industry (or equivalent, transferable experience)
You are a strong written and verbal communicator.
You love working with customers (internal and external) and setting them up for success.
You have strong empathy and patience.
You are a tireless investigator. When an issue arises, you own it until resolution.
You constantly seek to create efficiencies and regularly use AI to make your work more efficient.
You hear challenges from others and have a burning desire to solve them. You stay calm and seek creative ways to deliver solutions.
Comfortable working with software and occasionally hardware (GPS units for buses and trains)
You care about communities of all sizes: large and small, rural and urban.
You have an interest in transit.
Experience and passion for content writing (for a knowledge base) is a plus.
Experience with data analysis and data visualization tools is a plus (Google Sheets, Google Data Studio, Amplitude).
Basic skills in Java, Python or SQL are a plus.

Benefits

Competitive salary
Equity compensation for every employee
Medical, Dental and Vision
Retirement with Employer Match
Flexible Spending Account (FSA)
Home office setup reimbursement
Monthly cell/internet reimbursement
Monthly "Be Well" stipend
Flexible PTO with a recommended minimum
Flexible work environment
16 paid holidays, including holidays in months without US national holidays
8 fully paid weeks of leave for child birth/adoption

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisdata visualizationJavaPythonSQLtechnical supporttroubleshootingcontent writingcustomer advocacyAI optimization

Soft Skills

communicationempathypatienceinvestigative skillsproblem-solvingcreativitycollaborationcustomer servicerelationship buildingefficiency seeking