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Technical Customer Support Representative

2 months ago

Kitchener, Ontario, Canada RideCo Full time
Technical Customer Support Representative

This is an exciting opportunity to join a fast-growing transportation technology company as a Technical Customer Support Representative.

As a key member of the Customer Success & Operations team, you will work directly with clients and internal stakeholders to ensure high customer satisfaction and success.

Job Summary:
  • Provide technical support to clients via email and telephone
  • Build and maintain strong customer relationships
  • Assist in the development and maintenance of documentation
  • Identify and resolve product defects
  • Collaborate with internal teams to ensure customer needs are met
Responsibilities:
  • Quickly learn and become an expert in using/troubleshooting RideCo software
  • Respond to customer questions and concerns quickly and accurately
  • Assist in the development and maintenance of documentation for internal training material and the customer-facing knowledge base
  • Identify, reproduce, log product defects and record all customer interactions in Salesforce
  • Work collaboratively to build and maintain productive working relationships between internal teams
  • Take part in the incident response process
  • Assist implementation teams as required
  • Other duties/projects as assigned
Preferred Qualifications and Experience:
  • 3+ years of technical support or related experience
  • A passion for making customers happy
  • Good understanding and experience using MS Office Suite and/or Google workspace
  • Experience with any of the following tools would be an asset: Salesforce, Zendesk, JIRA, Confluence
  • Demonstrated problem-solving abilities in a technical setting
  • Ability to utilize sound judgment and manage multiple priorities
  • Must be available to travel to client sites within Canada and the US up to 20% of the time
Compensation and Benefits:
  • Base Salary: $50K - $65K + performance-based bonus + stock options
  • Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, casual dress code
  • Medical, dental, prescription, life/health spending accounts and more
About RideCo:

RideCo powers on-demand transit, providing cloud-based software to public transit agencies and fleet operators.

We are a rapidly growing company with a diverse range of use cases, including paratransit, residential/suburban travel, and corporate employee transportation.

We are proud to be an equal-opportunity employer, committed to building a meritocratic culture.