As a world leader in urban mobility solutions we are the trusted partner of cities, private operators and authority bodies in over 4,000 cities and 80 countries. With almost 1,400 employees within the group, we are proud to improve the daily lives of over 100 million citizens every week. By joining us, you can also imagine the future of urban mobility for a greener world; parking, public transport, electric vehicle charging, payment and mobile applications.
This position is responsible for providing Level one Hardware troubleshooting support to customers via email, chat and phone. Act as main point of contact, utilizing the call center and ticket tracking systems. Ensure the availability and consistency of a professional help desk for users of Flowbirds products.
Responsibilities
- Provide first tier of support to our external customers (city staff and fee collection terminal owners)
- Troubleshoot for equipment owners via live chat, email and phone channels
- Answer and respond promptly to inbound multi-channel support requests from customers and distributors for hardware, software and back-office systems
- Investigate, verify and isolate reported issues and causes
- Escalate support cases that cannot be resolved
- Activate and deactivate equipment, SIM cards and EMV readers
- User admin support
- Send equipment configuration and UI changes
- Manage back-office configuration of equipment and users
- Assist external customers with report building and scheduling
- Assist external customers with coordinating parts order including identifying correct part numbers
Skills / Competencies
- Excellent verbal and written communication
- Strong problem-solving, troubleshooting methods, and research skills
- Willingness to cover rotating after hours/weekend and on-call shifts as needed
Experience
- 2+ years’ experience in high-traffic customer service setting with multi-channel support
- Experience troubleshooting hardware
- Help desk experience required (non IT help desk)
- Ability to use web-based applications and MS Office products proficiently
- Experience and knowledge of programming, 12-volt DC electrical systems, solar charging systems and wireless modems desired
- Experience with electronic vending systems and credit card processing desired
Flowbird America full time employees are eligible to enroll in our generous benefit package after 30 days of employment.
Flowbird America is committed to the principle of Equal Employment Opportunity for all applicants and employees as well as providing a work environment free of discrimination and harassment. All employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.