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Arrive Logo Arrive · IT - Administration

Technical Support Analyst

Moldova, Chișinău · Job Posted June 30, 2026
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Job Description

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.

Job Responsibility

  • 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 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
  • Reporting, Documentation and Data Management: Prepare and maintain regular housekeeping reports, weekly stakeholder updates, and operational performance summaries, ensuring accuracy and timely delivery. Update, organise, and maintain project and organisational documentation, including process guides, knowledge base articles, and support records. Utilise spreadsheets and reporting tools to track key metrics, identify trends, monitor ongoing issues, and provide actionable insights that support decision-making, service improvements, and operational efficiency

Requirements

  • A degree or strong background in Computer Engineering, or a related field preferred
  • 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, 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
  • Attention to detail, flexibility, initiative and diligence
  • Upper intermediate or advanced written and verbal communication in English
  • Experience with API testing, knowledge of PostMan, SQL, JSON, GeoJSON

Nice to have

  • Knowledge of data driven technologies, APIs or the Parking Industry
  • German a nice to have
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