Specialist II - IT Operations (Software)

What You'll Do

• Technical Support & Defect Ticket Resolution
• Provide End to End technical support for all inquiries via the TomTom Help Center (including bugs, feature requests, support questions, and product inquiries).
• Ensure effective communication and timely problem resolution in line with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
• Accurately triage and categorize customer issues, escalating to product or engineering teams as needed.
• Maintain up-to-date and synchronized ticket information across customer and internal systems (e.g., ServiceNow, Jira).
• Knowledge Base & Self-Service Enablement
• Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practices.
• Promote and support customer self-service through TomTom’s online portals and dashboards.
• Train and share knowledge with fellow team members and across other TomTom teams.
• Effectively conducts thorough onboarding sessions for new hires and ongoing knowledge sharing and training for fellow team members and cross functionally where required.
• Defect and Change Management
• Act as a key stakeholder in defect and change management processes, coordinating with delivery management, product teams, and pre-sales teams.
• Support the onboarding and provisioning of new and existing contracted customers.
• Cross-Functional Collaboration
• Work closely with Customer Program Managers (CPMs), Account Managers, and Product Units to ensure seamless customer handoffs and issue resolution.
• Participate in postmortems and generate actionable insights from customer feedback to drive continuous product improvement.
• Demonstrates strong communication skills to coordinate with teams and ensure alignment around new products, software releases, and bug fixes.
• Partners with Product Managers and Sales to exchange feedback on processes, customer needs, and product performance.
• Works closely with team managers to identify and address training needs.
• Reporting & Metrics
• Track and report on key support metrics, including ticket turnaround time, customer satisfaction (CSAT), and self-service utilization rates.
• Operational Excellence
• Actively contribute to operational excellence initiatives including automations and process improvements.
• Identify innovative, out-of-the-box or customer built (AI) methods for solving complex Tech Support challenges.
• Lead implementation of new solutions to enhance the learning and support experience.
• Conducts detailed analysis of training needs, market trends, and customer feedback to define training priorities.
  

What You'll Need

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5+ years of experience in technical support or a related field, preferably in a SaaS, automotive, or technology environment.
• Strong troubleshooting and problem-solving skills, with the ability to quickly learn new technologies and products.
• Strong understanding and proven experience working with API's and SDKs
• Strong understanding of mobile platforms (iOS and Android)
• Skilled in bridging the gap between technical and non-technical stakeholders by translating complex requirements into clear, actionable business language and vice versa.
• Customer-centric mindset with a commitment to delivering high-quality support.
• Possesses experience within own discipline and a working understanding of core concepts and processes.
• Continues to build knowledge of organizational structures, workflows, and customer needs.
• Expert (or capacity to become expert) in TomTom’s products, services, policies, processes, and tools.
• Demonstrates strong communication skills to coordinate with teams and ensure alignment around new products, software releases, and bug fixes.
• You’re a collaborative team player who thrives in a cross-functional international environment, and you have very strong written and verbal communication skills in English
• What is nice to have
• Experience with ticketing systems used by TomTom (ServiceNow, Jira) and knowledge base tools.
• Familiarity with cloud services, and automotive navigation solutions is an advantage.