A Few Words About Flowbird America…
World leader in urban mobility, Flowbird America is the trusted partner of cities, private operators and public authorities in more than 5,000 cities and 80 countries. We are redefining mobility with a relentless desire to provide mobility as a service, through frictionless technology, focused on a carbon neutral future. The vision of our group is to make urban mobility greener and digital transformation easier for towns, cities and their users.
With almost 1,600 employees across the Group, we are proud to improve the daily lives of over 100 million people every week.
Join us in our quest for effortless!
We are looking to add a talented Digital Services - Technical Support Specialist to our dynamic team who will report to the Director of Digital Services and be primarily responsible for delivering top-notch customer service through the analysis and troubleshooting of all digital service products (Mobile App). In this role, our Specialists provides expert knowledge to our customers, as well as our broader support teams. Ultimately, we’re looking for someone who, like us, cares about understanding and supporting our technical users and partners.
Who are you?
You’re a proactive, independent problem solver who is eager to learn and results driven. You have a passion for collaborating with your team, and troubleshooting to solve complex issues on various digital services. All while continuing to provide excellent customer service to our growing client base.
Core Responsibilities:
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve app/system issues;
- Fully implement or configure new customers using backend software systems;
- Manage simultaneous projects for new or existing clients, while providing updates to key stakeholders, as well as multiple teams;
- Document technical knowledge for the broader support teams to use;
- Responsible for monitoring and responding to open tickets submitted through an incident management system;
- Prioritize and handle services requests, as well as incidents;
- Establishing the root causes of application errors,and escalating concerns as necessary;
- De-escalate situations involving dissatisfied customers, offering assistance and support;
- Documenting processes and monitoring application performance metrics;
- Providing front-end support to clients and colleagues in various departments;
- Resolve incidents and fulfilling requests raised by clients and ensuring they are completed in a timely manner with the highest degree of customer service; and
- Work with digital services team to define and shape the product goals, roadmap, priorities, and strategy based on knowledge of customer needs.
Skills and Attributes:
- Passion for helping customers;
- Demonstrated excellent verbal and written communication skills;
- Ability to provide step-by-step technical assistance, both written, as well as verbal;
- Good understanding of computer systems, mobile devices and other tech products;
- Excellent analytical and problem-solving skills;
- Advanced proficiency in determining the causes of application errors and repairing them;
- Ability to learn and understand IT management software; and
- Knowledge of telecommunication systems.
Education/Experience:
- 2-5 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies’ products and services;
- Excellent analytical and problem-solving skills;
- Knowledge of programming languages, such as SQL, Java, XML, Pythonand.Net;
- Extensive experience with technical troubleshooting; and
- Experience managing and prioritizing multiple projects simultaneously.
Job Location:
- Moorestown, NJ
- Hybrid
Our employees are offered a comprehensive benefit package after 30 days of employment. We offer medical, dental, vision; both a non contributory and contributory plan, plus affordable voluntary benefits. In addition to all of that, we offer a 401k plan with company matching contributions, the company provides a life insurance policy, short term and long term disability and generous paid time off.
EEO Statement: Flowbird provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.