Support Specialist UK

1 month, 1 week ago
Full-time
Mid Level
Customer and Technical Support

SwiftConnect

SwiftConnect builds a connected access network that unifies identity, physical access, and workplace systems so people can get secure, flexible entry to buildings, offices, and shared spaces without rip and replace. Its platform supports mobile credentials, access automation, credential lifecycle management, and integrations with existing access control and identity systems.

Software Development
51-200
Founded 2020
$74M raised

Description

  • Provide exceptional technical support to enterprise customers via email and remote access.
  • Document, manage, and resolve customer issues in the customer management system.
  • Triage and resolve a high volume of incoming support tickets efficiently.
  • Identify, escalate, and help address significant or emerging issues.
  • Collaborate with Quality Assurance, Operations, and Development teams on system and customer needs.
  • Support customers in meeting their users’ access and support needs as they grow on the platform.
  • Participate in rotating evening and on-call coverage to provide 24/7 support.
  • Work cross-functionally with sales, marketing, and product development on customer challenges.

Requirements

  • 3+ years of experience in customer service supporting enterprise and SaaS applications.
  • Ability to triage and resolve a high volume of incoming tickets swiftly and efficiently.
  • Strong ability to understand complex technical issues and communicate solutions clearly to customers.
  • Superior problem-solving skills with the ability to think creatively and find innovative solutions.
  • Experience working collaboratively with cross-functional teams such as sales, marketing, and product development.
  • Outstanding written and verbal communication skills.
  • Willingness to adapt to a flexible work schedule based on business needs, including evening and on-call coverage.
  • Familiarity with Zendesk, Google Drive, and Slack.
  • Practical experience working with databases, including PostgreSQL and SQL.
  • Strong technical knowledge of APIs and experience with SaaS and cloud-based solutions.

Benefits

  • Competitive salary and benefits package.
  • Opportunity to work with state-of-the-art technology in a CRE-tech pioneer.
  • Career growth opportunities as the company expands.
  • A creative and innovative work environment that encourages fresh ideas.
  • Direct impact on customer experience and connected access experiences.
  • Remote work arrangement.

Interested in this position?

Apply directly on the company website

Apply Now

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