Support Solutions Specialist

We are looking for a Support Solutions Specialist to join our Knowledge Management team! Your main areas of work will be documented knowledge, support resolution processes, and user self-help. In addition, you will support the Support Learning & Development team in preparing Customer Support for product, process, market, and tool changes.

We are looking for a team player who excels in organising their work from the initial stage of an idea to its execution and the impact analysis. In addition, you are expected to have brilliant communication skills. In this role, you will not only get a unique chance to mentor and work with agents, but also work very closely with other Support Solutions Specialists, Support Leadership team, Support Learning & Development team, and the Customer Support Product team.

Let’s built the future of transport together!

• Create and maintain self-help content and resolution processes according to the content strategies and guidelines
• Assist with the team’s project delivery and keep timely and transparent (documented) stakeholder communication
• Manage changes that affect users and ensure these are reflected timely in documented knowledge and user self-help
• Maintain and keep up-to-date team’s Service Desk, localisation queues and change documentation
• Actively contribute ideas to the quarterly roadmap and monthly plans
• Conduct content deep-dives and experiments and facilitate process testing.
• Passion for technology, user behaviour and data
• Preferably experience working with knowledge management, technical writing, support content creation, and/or process optimisation
• Meticulously thorough documentation skills and exceptional attention to detail
• Excellent project management and organisational skills
• Analytical mindset and readiness to work with Data Analytics tools
• Proven ability to simplify and communicate complex information and data with clarity and purpose to all levels of stakeholders
• Strong customer focus with proven success in problem solving, teamwork, flexibility, planning and decision-making
• Clear and concise written and verbal communication skills together with excellent command of English
• Proactive, curious and critical thinker with a learning mindset.
• Having native/bilingual proficiency in additional languages
• Having a degree or previous work experience in business communication, technical documentation, digital content management, journalism or in a related subject.