Customer Support Specialist

Description

Who Are We?

Moovit (www.moovit.com), part of Mobileye (Nasdaq: MBLY), is the creator behind the #1 urban mobility app and is a leading Mobility as a Service (MaaS) solutions provider. Together, Moovit and Mobileye are accelerating the global adoption of autonomous transportation.

Moovit’s iOS, Android, and Web apps guide people in getting around town effectively and conveniently, using any mode of transport. Introduced in 2012, it now serves over 1.5 Billion users in more than 3,500 cities across 112 countries. 

Moovit amasses up to six billion anonymous data points a day to add to the world’s largest repository of transit and urban mobility data. For governments, cities, transit agencies, and private companies, Moovit offers AI-powered MaaS solutions covering planning, operations, and optimization with proven value in reducing congestion, growing ridership, and increasing efficiency and asset utilization.

The Role

We are looking for a highly technical and independent Customer Support Specialist to join our Support team. The ideal candidate is a natural problem solver as well as a people person with excellent communication skills who relishes in providing exceptional support. 

In this role, you will become an expert in Moovit’s varied suite of mobility products and solutions. The Customer Support Specialist acts as the primary point of contact with our B2C users regarding product feedback and technical issues, and is critical to building trust in our brand, services, and product. You will have the opportunity to collaborate with many different teams (Product, Operations, Legal, R&D) in order to reproduce and troubleshoot issues and to ultimately deliver swift resolutions of the highest quality.

Responsibilities

• Provide our users with high quality, personalized support by email 
• Work efficiently with the goal of achieving high satisfaction ratings and swift reply and resolution times
• Investigate user issues to identify bugs and escalate these incidents to the relevant team with an appropriate sense of urgency
• Identify and flag areas for product improvement which would improve the use of the product for our customers
• Track and update systems for reporting and analysis.
• Create and update knowledge base articles used by Support Specialists

Requirements

• 1+ year of product support experience in a B2C SaaS environment
• BA/BS degree
• Fluent in English and Hebrew (mother-tongue level, written and verbal)
• Highly service-oriented with outstanding communication skills 
• Ability to work efficiently and independently with excellent analytical and problem-solving skills
• Ability to interact with and between both technical and non-technical audiences 
• Experience with the following will be an advantage:
• SQL
• APIs
• Zendesk (or equivalent)
• Jira (or equivalent)