Support Agent
Pubblicato il 13-08-2026 - Altro in Italia
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. 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. We help customers, the cities and communities we serve, and 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, take ownership of reported incidents, handle phone calls, conduct triage, and see incidents through to resolution. They foster strong relationships with internal and external customers and deliver world‐class customer service.
How To Make An Impact
Log and monitor incidents from a range of communication channels to ensure appropriate action is 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.
Assist in internal and external customer report generation, including collating reports, managing users and passwords.
Assist with ad‐hoc tasks related 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 by creating documentation.
Troubleshoot, diagnose, and resolve problem