Technical Client Support Specialist - for on-demand transit system

Waterloo, Ontario, Canada | Full-time

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Role Description:

This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be helping shape this transformation.

As a Technical Client Support Representative, you’ll be responsible for providing the first line of support to RideCo’s partners, to ensure timely resolution of issues and maintain superior end-user satisfaction. You will escalate complex issues to the operations manager or product analyst, to collaboratively troubleshoot and identify opportunities to improve RideCo’s software platform and mobile apps. You will become an expert on RideCo’s technology platform and data driven approach to transportation operations management.

As a key client support resource for our transit agency and vehicle fleet partners, you’ll have an important role in shaping the performance and success of our clients’ next-generation on-demand transportation services.

At RideCo, you will:

  • Provide client support via Zendesk (our support ticketing platform) to our partners regarding ride inquiries, service changes, service interruptions, etc.
  • Configure the RideCo platform to support service changes, new features, and client requests
  • Prepare weekly summary reports to management outlining statistics around incoming tickets, nature of issues, resolution and response times, and suggestions for review by the product team
  • Deploy instances and train our clients on using the Zendesk support ticketing platform to support their end users
  • Spearhead the development of client self-help portal to empower clients to resolve their issues quickly and directly
  • Champion process improvements, automation, tooling and documentation that enable the team to continue to provide excellent customer service as the company grows
  • Collaborate with the product team by collecting information regarding service issues for investigation and quick resolution, and continuously improving the software platform and mobile apps

Preferred qualifications:

  • Experience in customer service or technical support roles
  • Computer savvy with intermediate skills with Microsoft Excel and Word; comfortable spending at least 50% of the working day at a computer reviewing, investigating and responding to customer support inquiries
  • Expertise in deploying and maintaining customer support platforms (eg. Zendesk, Salesforce)
  • Strong oral and written communication skills, that enable you to effectively communicate with individuals of varying levels of written/spoken English, and handle conflict resolution while maintaining an empathetic and professional manner
  • Avid smartphone and apps user, with ability to troubleshoot common smartphone /app issues
  • Work effectively in a team or independent setting, collaborating with other team members for issue investigation/resolution
  • Diploma or Bachelor's degree in a Business or Technical field preferred
  • Location: Based in Waterloo, Ontario

Compensation and benefits:

  • Base salary: $45K - 55K + performance-based bonus or stock options
  • Work-Life Balance: Flex time, work from home, vacation time
  • Set-up: Adjustable height desk, high-end computer/laptop, three monitors, ergonomic seating
  • Benefits Plan: Dental, prescription, disability, massage and more
  • Food & Fun: Gourmet coffee, teas, juice, snacks, team lunches

 

Who we are

http://www.rideco.com

RideCo powers on-demand transit. Public transit agencies use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. Our clients include some of the world’s largest transportation operators such as San Antonio Metro, Los Angeles Metro, San Diego County, Grab, and Calgary Transit.

Have you experienced getting frustrated with transfers and waiting while taking a public bus? Have you seen buses drive around in low-density areas with very few passengers on-board and wondered how inefficient that seems to be? You're likely aware of the first & last mile access challenges faced by transit hubs. We are solving these problems by re-imagining shared mobility. Imagine a world where vehicles have dynamic routes responsive to real-time trip demand. This 'dynamic shuttle' (or van /sedan) would pick you up, on-demand, at or near your doorstep and take you to your destination or transit hub. Along the way, it may pick-up other passengers going in your direction. Your experience will be seamless: less waiting, less walking, fewer transfers, shorter travel time, and timely pickups and drop-offs. RideCo's 'dynamic shuttle' platform enables this seamless experience and low-cost shared rides for vehicle fleet operators and their passengers. By seamlessly moving more people in fewer vehicles we are catalyzing a generational shift in how people get around cities and towns. This means commuters spend less time in transit and more time doing what they enjoy.

RideCo powers a diverse range of use cases, including residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. We are investing to scale up and capture the growing demand for on-demand shared rides solutions.

Contact:

Email your resume (or link to your LinkedIn profile) and cover letter to:

RideCo-RdC0772@applications.recruiterbox.com

Email Subject: “Technical Client Support Representative”

In your cover letter or email, please write a few sentences outlining how you meet the requirements for this role.