Customer Support and Technical Solutions Specialist

1 week ago

Kitchener, Ontario, Canada RideCo Full time
About the Role

This is an exciting opportunity to join the RideCo team as a Technical Support and Customer Success Representative. As a pioneer in the transportation technology industry, we are transforming public transit from a static, scheduled fixed-routes system to a dynamic on-demand network.

Key Responsibilities
  • Work directly with clients and internal stakeholders on support tickets and requests to ensure Key Performance Indicators are achieved.
  • Provide high customer satisfaction and success as a key function within the organization.
  • Quickly learn and become an expert in using/troubleshooting RideCo software.
  • Build and maintain solid customer relationships by providing superior customer support.
  • 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.
  • Take part in the incident response process, which includes scheduled on-call shifts.
  • Assist implementation teams as required.
  • Other duties/projects as assigned.
Requirements
  • 3+ years of technical support or related experience.
  • 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.
  • Must be available to travel to client sites within Canada and the US up to 20% of the time.
What We Offer
  • Base Salary: $50K - $65K + performance-based bonus + stock options.
  • Work-Life Balance & Additional Perks: Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, casual dress code.
  • Benefits Plan: Medical, dental, prescription, life/health spending accounts and more.

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