Technical Support Analyst (Hybrid/Chișinău, Moldova)

Technical Support Analyst (Hybrid/Chișinău, Moldova)

We are looking for a Technical Support Analyst to support Parkopedia’s B2C customers, and B2B clients.

Job purpose of this role is to be the driver's and OEMs' tech lifeline at the service desk! Quickly tackle their issues, escalate complex cases to the right team, and see every problem through to resolution. All while delivering stellar customer service and expertly sorting incoming issues. You'll be a crucial part of identifying problems to improve our business, too.

We are part of a global team with this role based in the Chisinau, Moldova office.

Responsibilities

  • Prioritise Troubleshooting and Problem Identification: Actively diagnose and resolve customer issues, with a focus on troubleshooting and identifying underlying problems in line with ITIL standards.
  • Efficient Issue Resolution: Quickly and effectively manage customer complaints and escalated problems, ensuring resolutions are timely and satisfactory.
  • Technical Problem-Solving: Specialise in resolving technical issues, guiding customers through detailed processes to address software or hardware challenges, and identifying recurring patterns that may indicate larger problems.
  • Handle Critical Booking Issues: Directly address and solve critical booking or transaction issues that could harm our brand, such as disputes or fraud charges.
  • Collaborative Escalation and Problem Management: Work with higher-level support teams and external partners for complex issues and engage in problem management to prevent future incidents.
  • Feedback Analysis for Service Improvement: Analyse customer feedback, focusing on troubleshooting and problem identification experiences, to enhance service quality and efficiency.
  • Proactive Communication and Problem Reporting: Keep relevant departments informed of prevalent technical or booking-related issues and report identified problems for quicker resolution and system improvement.
  • Customer Assistance and Guidance: Provide comprehensive support to customers, including step-by-step guidance for resolving technical problems and helping identify broader issues.
  • B2B Client Support with Problem Identification: Offer dedicated troubleshooting and problem identification support to B2B clients, ensuring their issues are addressed promptly and effectively.
  • Monitor and Update KPIs with Problem Focus: Track key performance indicators related to issue resolution, customer satisfaction, and problem identification efficiency in troubleshooting scenarios.
  • Voice of the Customer in Problem Identification: Act as a liaison between customers and the company, relaying detailed feedback on troubleshooting and problem identification to aid in product and service refinement.

Requirements

Education:A degree or strong background in Computer Engineering, or a related field preferred

Experience:

  • A minimum of 3 years of experience in a technical support role, preferably in a B2C/B2B environment.
  • Strong interest and aptitude for technology, with the ability to understand and troubleshoot technical issues related to software, hardware, and IT environments.
  • Strong interpersonal and communication skills, with the ability to address customer concerns effectively.
  • Understanding of customer service best practices and tools.
  • Strong problem-solving skills, focused on customer-centric solutions.
  • Knowledge of data driven technologies, APIs or the Parking Industry a nice to have.
  • Attention to detail, flexibility, initiative and diligence.
  • Upper intermediate or advanced written and verbal communication in English, with German a nice to have.
  • Experience with API testing, knowledge of PostMan, SQL, JSON, GeoJSON.

Benefits

Parkopedia is committed to building a great work environment for all our employees. Here are the benefits that we offer:

  • Unlimited annual leave - yup, time off is as important as time in the office, we all need to unwind and recharge our batteries!
  • Flexible working hours
  • Generous hybrid working options
  • Training allowance
  • Annual company retreat
  • Time off for volunteering
  • Health benefit
Apply for this job