• Provide expert guidance and advice to customers on OTA connection types and their features. • Proactively troubleshoot and resolve technical issues related to platform integrations and connectivity. • Take ownership of cases, guiding customers through the process to ensure resolution. • Respond to requests via email, phone, chat, and screen-sharing sessions, ensuring timely and effective support. • Deliver excellent customer service and maintain high levels of customer satisfaction. • Build and maintain strong client relationships through clear, consultative communication. • Collect, report, and escalate customer feedback to relevant teams, ensuring follow-up and continuous product improvement.

• Soporte telefónico • Soporte por sistema de chat • Gestión de backlog • Asistencia al cliente de primer nivel • Identificación y resolución de problemas

• 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.

• Advanced Troubleshooting and Technical Resolution: The primary responsibility of the Backline Support Team is to handle escalated cases that require high-level expertise, including advanced troubleshooting techniques and problem resolution. • Cross-Domain Expertise: The team will maintain an in-depth understanding of all product areas, such as Driver Safety, Fleet Management, Equipment Monitoring, and Spend Management. • Process Optimization: This team will streamline workflows between engineering, product, and technical support teams. • Collaboration with Engineering: The backline support engineers will collaborate directly with engineering to provide solutions when internal teams lack technical expertise.