.Join us in building a world where talking to a business is as easy as talking to a friend!
Bird is an AI-powered Customer Relationship Management (CRM) Platform for Marketing, Customer Service, and Payments, powering over 5 trillion annual messages across channels like Email, SMS, and WhatsApp.
The impact is real – our messages reach at least 50% of the world's population yearly.
If you ever ordered takeaway or purchased goods online, it's almost guaranteed you have encountered messages through Bird's technology.What's my job title?
Technical Support Engineer - Level 2Where in the world?
You can work remotely from the Netherlands, Spain, Portugal or Lithuania.Working hours?
For this role, you will operate within the CEST timezone.What language(s) will I speak?
English and Local Language of Hiring (if applicable) The Role Our mission is to make business operations more efficient, saving time and improving experiences for the billions of people we touch.
As a rapidly scaling company, we're looking for highly skilled Tier 2 Support Agents to deliver exceptional technical support and ensure customer satisfaction as we expand globally.
As a Bird Tier 2 Support Agent, you will be responsible for providing advanced technical assistance, resolving complex issues, and leveraging AI and automation to optimize the customer experience.
This role demands someone who is technically savvy, driven to solve problems, and capable of understanding intricate product issues while advocating for customer needs.
You will work closely with Engineering, Product, and other support teams to implement solutions, improve Bird's services, and contribute to operational excellence.
Every interaction should demonstrate a commitment to high-quality support, with growth opportunities earned through exceptional performance.
What you'll do Advanced Technical Troubleshooting: - Address and resolve escalated technical issues requiring in-depth analysis and expertise.- Investigate recurring or complex problems and work with internal teams to identify long-term solutions.
Customer Advocacy and Communication: - Communicate effectively with customers to understand their technical needs and provide clear guidance on resolving issues.- Advocate for customer feedback within the organization to improve products and services.
Operational Excellence: - Utilize AI and automation tools to enhance support efficiency and reduce response times.- Ensure accurate documentation of technical issues, resolutions, and best practices for future reference.
Collaboration and Knowledge Sharing: - Partner with engineering, product, and other support teams to address technical challenges and implement fixes.- Share knowledge and insights with peers to foster a culture of learning and continuous improvement.
Innovation and Improvement: - Stay updated on industry trends, new technologies, and Bird's evolving product offerings