Technical Customer Support Representative

3 months ago

Waterloo, Canada RideCo Full time

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 one of the pioneers shaping this transformation. You’ll join a rapidly growing client success team.

As a Technical Customer Support Representative in the Customer Success & Operations team, you will work directly with clients and internal stakeholders on support tickets and requests to ensure Key Performance Indicators are achieved. Our Support team is a key function within the organization that focuses on providing high customer satisfaction and success.

**Your day-to-day responsibilities will include**:

- Quickly learn and become an expert in using/troubleshooting RideCo software
- Respond to customer questions and concerns quickly and accurately to meet contractual agreements
- 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 to ensure customer needs are met and inquiries are resolved
- Take part in the incident response process, which includes scheduled on-call shifts
- Assist implementation teams as required

**Work Shift**:
Monday - Friday 9:00am - 5:00pm or 10:00am - 6:00pm EST, must have weekend availability

**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 with a sense of urgency
- Ability to anticipate and identify internal and external client needs and make appropriate recommendations
- Excellent verbal and written communication
- Must be available to travel to client sites within Canada and the US up to 20% of the time

**Compensation and Benefits**:

- **Base Salary**: $45K - $55K + performance-based bonus + stock options
- **Work-Life Balance & Additional Perks**: Flex-time work schedules, vacation time, catered lunches, social events, casual dress code
- **Benefits Plan**: Medical, dental, prescription, life/health spending accounts and more
- **Work Environment**: Located in KW's most desirable work space in the heart of Uptown Waterloo
- **Commuter Program**: Complimentary rides to and from work

**Who we are**:
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 Los Angeles Metro, San Antonio Metro, 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.

**_ RideCo is proud to be an equal opportunity employer, we are committed to building and supporting a culture of diversity, inclusion, and accessibility. We hire the best talent regardless of race, color, creed, national origin, ancestry, disability, marital status, age, veteran status, sex, sexual orientation, gender identity, and expression. Building a team that represents a variety of backgrounds, perspectives, and skills benefits our employees, our cus

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