L1 Support Agent

We’ve signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

L1 Support Technicians are the first point of contact for our customers. They monitor the Service Desk queue for new incidents and requests, taking ownership of relevant reported incidents as well as handling phone calls and conducting triage. They see incidents through to resolution, fostering strong relationships with key internal and external customers. Due to internal progression, we are seeking an enthusiastic, energetic, and confident individual who can deliver world-class customer service to our customers and partners.

How to make an impact

• Log and monitor incidents from a range of communication channels and ensure that the appropriate action is being taken to meet SLA.

• Update customers and colleagues by telephone, email, or portal on the progress of a support call or to request additional information.

• Contact third parties to log support calls, get updates on open support calls, or request technical support.

• Conduct remote diagnostic tests, checks, and repairs when a customer reports an incident.

• Assisting in internal and external customer report generation, including collating reports, managing users and passwords

• Assist with ad hoc tasks relating to implementation projects, support projects, or support administration

• Regularly update open tickets in the CSM tools

• Build strong relationships with customers, partners, suppliers, and internal colleagues.

• Work in a support team delivering remote support

• Contribute to Knowledge Management within the business in the form of documentation creation

• Troubleshoot, diagnose, and resolve problems and/or assign them to the appropriate team to investigate and resolve

• Performing system admin duties and/or proactive daily system checks

• Various administrative tasks, including collating reports, managing users and passwords

• Support all in-house back office systems, including mobile payment solutions.

About you

• A customer orientated approach is critical for this role

• A general technical understanding and familiarity with Google Workspace

• One year of experience in a Service Desk or a Customer Support environment would be a distinct advantage

• An IT background would be an advantage

Your background

• Excellent customer service skills

• Strong written and verbal communication skills to communicate in a clear, professional manner.

• A good listener with the ability to communicate technical issues and resolutions to people of varying technical levels.

• Analytical problem-solving and the ability to follow the process

• Technical mindset with a desire to enhance those skills

• Being able to quickly learn industry standard and bespoke software to an advanced user level

• Can quickly understand customers’ operational requirements

This role is based in Bologna.