Your impact
Key Responsibilities
- Monitor and shepherd customer metrics processing through StreetLight InSight® products and provide comprehensive support for users
- Provisioning customer accounts, implementations, and users in StreetLight products
- Provide troubleshooting on technical topics and backend issues with full resolution in mind
- Resolve issues quickly within published SLAs and maintain a high level of end-user confidence and satisfaction
- Identify potential problems and understand when problems exist without being prompted
- Analyze the root cause of cases and permanently resolve issues
- Provide post-resolution follow ups with customers and other StreetLight teams
- Create and maintain support content and FAQs
- Manage a high volume of inbound requests in a timely and organized manner
- Identify areas of improvement for Support team processes and communicate with team and director
- Work collaboratively with all teams at StreetLight, especially Engineering and Operations, to ensure a positive experience for customers at all stages of the customer journey
- Successfully work cross-functionally with teams throughout StreetLight to improve processes for internal efficiency and ultimately customer satisfaction
Here's what you'll need
- Bachelor’s degree required, preferably in a technical discipline such as Engineering or Computer Science
- 2+ years of experience in a customer-facing role required; experience in customer services and deliverables is a plus
- 3+ years of technical experience implementing, supporting, or developing software
- Experience with programming languages such as Python and SQL and APIs
- Experience working with cloud-based software solutions
- Experience with geospatial tools (such as QGIS or ArcGIS) and statistics are a plus
- Passion for learning, strong problem-solving abilities, and a strong understanding of user needs
- Excellent written, as well as verbal communication skills - this job requires regular communication internally and with customers via email and phone
- Be extremely organized and able to follow and design processes; embody the balance of working independently and collaboratively
- Interest in transportation is a plus
- Location based in Poland working with colleagues located in North America and India
Why you will love it here:
- Fun company and team outings (combination of virtual and in-person events)
- Collaborative and supportive teammates
- A great opportunity to grow your career with ample training and structure along the way
- The best products within Jacobs, moderntechnologies and access to amazing Data
We offer:
- Rewarding employment: Full-time employment with a salary that matches your qualifications.
- Hybrid work model: Enjoy the flexibility of working from home, with just 6 office days per month (on average).
- Flexible hours: Start your day anytime between 7:30 and 10:00 AM.
- Comprehensive benefits: Including Lux Med medical care, psychological support, life insurance, My Benefit cafeteria system, Multisport card co-financing, and a car/bike park sharing system.
- Co-financed holidays: Enjoy "Wczasy pod Gruszą" for a well-deserved break.
- Global projects: Engage in exciting international projects.
- Inclusive networks: Join our diverse employee networks like Women's Network, OneWorld, PRISM, Careers Network, Green Team, Toastmasters, Collectively, and more.
- Continuous learning: Participate in our Graduate Development Program, Learners’ Community, and self-learning platforms.
- Language courses: Enhance your skills with courses in English, German, and Polish.
