![Pantonium Inc.](https://media.trabajo.org/img/noimg.jpg)
Operations Support Analyst
4 days ago
Pantonium is reinventing public transit. We provide the digital infrastructure to free buses from unproductive fixed routes in favour of on-demand transit based on real-time rider requests. Our software builds and dynamically adjusts routes and schedules in real-time, based on new rides, cancellations, delays and more - without any need for human intervention.
Our technology gives public and private transportation operators the tools to move people efficiently in an on-demand world.
**Primary Responsibilities**:
- Triage support requests, and escalate to other team members as necessary
- Actively monitor public transit operations
- Re-create customer issues in training environments
- Communicate delays, challenges or roadblocks to the Project Managers as they are identified
- Create customer change requests and bug reports for development team
- Analyze data generated by clients with Excel and other tools
**Other Responsibilities**:
- Provide support to the remainder of the team on customer onboarding
- Work with Project Managers to align timelines and requests with available resources
- Analyze customer data from reports to identify issues and opportunities
- Identify opportunities for new value-add client services that help further client learning and knowledge transfer, and promote an optimal customer experience.
**Qualifications**:
- Able to communicate clearly and professionally, both verbally and in writing.
- Experience in a customer service environment, especially with respect to IT Support
- Able to think critically through problems, keep customers on track, ask the right questions and seek to understand issues as they arise
- Strong skills in troubleshooting and testing
- Experience creating business requirements documents, functional design documents or other relevant solution documentation would be considered a bonus
- Able to communicate clearly and professionally, both verbally and in writing
- Basic computer skills, MS Office knowledge of Word, Excel and PowerPoint
- Relevant university degree in Business or Information Technology OR equivalent work experience in a technical or business/technical field is not required but is considered an asset
- **BONUS**: Technical aptitude and willingness to assist Project Manager with translating customer information into technical requirements.
- Recent graduates looking to gain valuable industry experience in a fast paced start-up environment.
**Benefits**:
- Work from home opportunities
- Flexible working hours
- Vacation & paid time off
- Extended health care
Pay: $45,000.00-$60,000.00 per year
**Benefits**:
- Dental care
- Extended health care
- Flexible schedule
- Paid time off
- Work from home
Flexible Language Requirement:
- French not required
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus pay
**Education**:
- Bachelor's Degree (preferred)
Work Location: Remote
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