Support Specialist - DACH
Bird
Berlin, Germany
vor 3 Tg.

Responsibilities

  • Provide enterprise-level App / Vehicle Support to our Fleet Management and Platform Partners, covering ticketing and chat
  • Critically analyze and respond to customer inquiries while proactively ensuring the stability of Bird’s major functions and systems in seamless collaboration with team and cross-functional leads
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
  • Identify, troubleshoot and escalate issues pertaining to customer education and product functionality
  • Work with team and cross-functional leads to identify UX improvement, suggest features, and eliminate bugs
  • Improve our team operations by identifying opportunities and developing and / or translating content for our help-center and knowledge base
  • Support with the definition, creation and maintenance of city zones & setup
  • Maintain in depth and continuing understanding of company technology, products, and services
  • Requirements

  • 2+ years of experience in technical / engineering support or other technical roles
  • Passionate about providing a high level of customer service
  • Demonstrates genuine empathy for our customers and collaborates effectively across teams
  • Aptitude for software and hardware troubleshooting
  • Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions in written communication
  • Ability to work in a fast-paced environment, learn quickly and adapt to a changing product
  • Ability to monitor the progress of your projects and anticipate roadblocks
  • Preferred Qualifications

  • BA / BS or customer-centric professional qualification strongly preferred
  • Strong familiarity with using CRMs like Zendesk or Salesforce
  • You have a curious mind, enjoy taking things apart and looking for new, improved ways to put them back together
  • Excellent written and verbal communication skills
  • Strong bias for action, ability to dive deep, and insistence on the highest standards
  • Familiarity with Google Suite (Sheets, Docs, Slides) and Google MyMaps or similar applications is a plus
  • Culture at Bird

    We're an ambitious, smart and open-minded team that is passionate about our mission. Each day is unlike the last, as we’re constantly moving forward, challenging each other, and working together to create the future of micro-mobility.

    Perks up

    We’re committed to helping our team members, and with the evolution of our company to a remote work organization due to the pandemic, their needs have changed.

    That’s why we offer a WFH monthly stipend, a wellness allowance, and more. Plus, a new resource to help support personal and professional developments all the goods needed to move on our mission together.

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