Swooped ยท 8 hours ago
Customer Tech Support Specialist
United States
Full-time
Remote
Entry Level
$55K/yr - $65K/yr
2+ years exp
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Responsibilities
Become an expert on all products and services, including hardware, software, analytics, and artificial intelligence across various industries.
Take ownership of requests, focusing on diagnosing and solving customer issues utilizing a complex suite of backend systems and tools, escalating to Tier 2/Tier 3 as needed.
Methodically document all communications, issues, and resolutions using Salesforce, Jira, and other business applications.
Collaborate closely with Sales, Product, Engineering, and Customer Experience teams to effectively communicate and resolve customer issues in a timely manner.
Contribute innovative ideas and solutions for the enhancement of Support processes, as well as documentation of best practices in troubleshooting techniques.
Achieve a 95% call answer rate, 2% abandon rate, and a case average handle time of 5 minutes or less with a targeted initial response rate of 2 hours or less during business hours.
Aim for a Tier 1 resolution rate across customer segments with a case average open target of 3 business days.
Maintain an average CSAT Score of 4.5 across post-support case surveys.
Qualification
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Required
Minimum of 2 years of experience in a technical product support role; data manipulation and triage, exposure to APIs, and experience in SaaS, mobile computing, and/or telematics are a plus.
Interest and ability to work in a fast-paced environment with shifting responsibilities within a high-growth company.
Highly organized with an ability to learn quickly and demonstrate intellectual curiosity regarding complex applications.
Clear and concise communication skills with the ability to interact with internal and external customers at all levels.
Strong relationship-building and interpersonal skills, with effective problem-solving capabilities.
Passion for customer advocacy with a drive to exceed goals in a fast-paced, high-growth setting.
Technical fluency with enthusiasm for leveraging technology to improve customer profitability and operational efficiency.
Proficiency in data analytics.
Ability to manage customer expectations in complex situations while aligning best practices.
Proactive mindset with the capacity to manage multiple priorities and tasks simultaneously.
Self-management skills to develop and maintain a schedule and priorities.
Ability to understand complex solutions and articulate value propositions clearly.
Excellent oral and written communication skills to convey information effectively across all organizational levels.
A motivated, results-oriented team player with attention to detail.
Experience collaborating closely with customer experience, sales, operations, and marketing to develop training programs and materials.
Detailed knowledge of all hardware and software solutions to support the customer base effectively.
Experience working with customers and partners to develop the best solutions to meet objectives.
Familiarity with Microsoft 365 Enterprise E5 products and services.
Availability to work flexible hours, including nights and weekends as business needs arise.
Preferred
Bilingual (English/Spanish) preferred!
An associate degree or higher in information systems, business, or a technology background is a plus.
Benefits
Company-subsidized medical, dental, and vision insurance for all full-time employees
401K with a 4% company contribution
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
