Technical Support Representative

Swiftly, Inc.

50d•$85,000 - $125,000•Remote

About The Position

The Technical Support Representative is part of the Customer Success department at Swiftly and works directly with Swiftly customers and cross-functional partners to ensure our customer transit agencies are happy and find immense value in the tools that Swiftly provides. The Technical Support team supports internal and external customers in many aspects of their journey at Swiftly. We work with: Sales teams to ensure prospect accounts successfully leverage the Swiftly platform during product demonstrations and pilots. New customers during their implementation and onboarding phase to ensure their data, integrations, and hardware are integrated correctly during implementation Existing customers to solve problems, answer questions and troubleshooting bugs and technical issues as they arise. When problems arise, we seek to thoroughly understand customer needs and apply our skills to solve problems. With an eye on efficiency, we also apply a keen analytical eye to spot trends, and work within our tools and cross-functional teams to ensure we are preventing repetitive work. We are passionate about improving mobility in the communities we serve, and we work side by side with transit agencies and operators to ensure their projects are impactful. We love the human aspect of our work and thrive on getting creative to solve problems. About the Technical Support Role Swiftly now has contracts with over 200 Transit agencies, meaning we get many questions, comments, and other inquiries every day. As a Technical Support Representative, you will be our first line of defense to respond to customer inquiries. This role is remote, but we are specifically looking for a candidate on the West Coast, although we are amenable to a candidate who can work in the Pacific timezone (PDT). We use AI tools for scheduling and summarization in our hiring process. We do not use AI tools to make decisions about who moves forward or to assess the strength of candidates. Every application is reviewed and all hiring decisions are made by Swiftly team members. This is an active, open role that we are currently hiring for at Swiftly.

Requirements

You have 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.

Nice To Haves

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.

Responsibilities

Become an expert on Swiftlyâs 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. Youâll be thoroughly trained on this, donât worry!
Train and optimize our email AI agent by thoughtfully updating itâs 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.