Technical Support - Workforce Management

@ Swooped

About Swooped

Our client builds the infrastructure that underpins exceptional customer support. They empower companies to deliver faster, better service at scale with solutions for workforce management, BPO collaboration, and AI-powered issue resolution. Backed by significant funding and driven by a passionate team, they are at the forefront of support operations technology.

About The Role

As a technical support professional for the Workforce Management product, you will interact with customers over email and Slack, assist them in using the product, resolve issues, and provide learnings to the product team. You will also have the opportunity to build internal processes, scale systems, and contribute to company culture.

Key Responsibilities

• Delight customers and build strong trust.
• Become a product expert and assist both customers and teammates.
• Investigate issues and partner with engineering to resolve them.
• Represent the voice of the customer to drive product improvements.
• Improve internal operations like tooling, systems, and processes.

About You

You have 2+ years in a technical customer-facing role at a SaaS company and experience with SQL, APIs, and integrations. You possess strong technical aptitude, troubleshooting skills, and excellent communication. Customer empathy, persistence, and a growth mindset are vital, as is teamwork and dependability for working 9am-6pm GMT with occasional holiday coverage.

Key skills/competency

• Customer Support
• Technical Troubleshooting
• SQL
• APIs
• Workforce Management
• Process Improvement
• Teamwork
• Communication
• Problem-solving
• SaaS