The Company:

At Intersection, we are at the forefront of the smart cities revolution. Our mission is to improve daily life in cities and public spaces, with products that bridge the digital and physical worlds by delivering connectivity, information and content to enrich our everyday journeys and elevate the urban experience.

We pair our human-centered methodology with cutting-edge technology to design, develop, deliver, and maintain unique products and experiences in public space that deliver value to advertisers, cities, and consumers. Whether partnering with urban transit systems to revolutionize commuting and travel, with cities to transform how they connect with residents and visitors, or private developers to create unforgettable experiences in neighborhoods and districts, our solutions are scalable platforms on which our clients can build the future. 

Intersection is backed by Alphabet through its urban technology company Sidewalk Labs.

The Role:

As a Service Desk Engineer at Intersection, you will be the first line of support for our customers: New York City and its visitors! It will be your job to answer phone calls, emails, and requests placed in other channels from our customers. You will manage customer requests and troubleshoot issues remotely from our office, log interactions in our ticketing system, escalate issues needing onsite attention, and participate in a rotating on-call shift. You’re passionate about providing great customer service. You're as adept at communicating as you are at troubleshooting. You have a positive attitude, a sense of urgency, and genuinely enjoy making people happy. You are a brand ambassador who will work alongside other teams that are passionate about bringing services to our community.

What you will accomplish:

• Provide technical support, answer general inquiries, and deliver great customer service to our customers
• Respond to each and every person with empathy while communicating simply and effectively
• Ensure our Links are in optimal condition by monitoring, troubleshooting, and coordinating support activities across teams
• Manage multiple efforts and demands with calm and attention to detail
• Analyze trends and share insights with Engineering, Marketing and Communications, Support, and Management teams
• Facilitate the development of best practices and features
• Participate in on-call support rotation

What we are looking for:

• Customer service experience and/or support for a consumer product or service
• Excellent listening and communication skills
• Phenomenal team player and collaborator
• Strong organizational skills with an eye for detail
• Passion for and curiosity about technology
• Bonus points if you’re fluent in Spanish or multilingual 

Intersection is an Equal Opportunity Employer.