Technical Support Specialist

2 days ago

Kitchener, Ontario, Canada RideCo Full time
About the Role

We are seeking a highly skilled Technical Customer Support Representative to join our Customer Success & Operations team at RideCo. As a key member of our team, you will play a critical role in ensuring the success of our clients and internal stakeholders.

Responsibilities
  • Provide exceptional customer support via email and telephone, responding to customer questions and concerns in a timely and accurate manner.
  • Work collaboratively with internal teams to build and maintain productive working relationships, ensuring customer needs are met and inquiries are resolved.
  • 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.
  • Participate in the incident response process, including scheduled on-call shifts.
  • Assist implementation teams as required.
Requirements
  • 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 tools such as Salesforce, Zendesk, JIRA, and Confluence is an asset.
  • Demonstrated problem-solving abilities in a technical setting.
  • Ability to utilize sound judgment and manage multiple priorities with a sense of urgency.
  • Must be available to travel to client sites within Canada and the US up to 20% of the time.
What We Offer
  • Competitive base salary: $50K - $65K + performance-based bonus + stock options.
  • Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, and casual dress code.
  • Medical, dental, prescription, life/health spending accounts, and more.
  • Located in KW's most desirable workspace in the heart of Uptown Waterloo.
  • Complimentary rides to and from work in Waterloo Region.
About RideCo

RideCo powers on-demand transit. Public transit agencies and fleet operators use our cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans.

We are growing rapidly, and it is the most adopted on-demand paratransit and microtransit software among the 10 largest cities in the United States.

Our marquee clients include Philadelphia's SEPTA, Los Angeles Metro, San Antonio Metro, and Houston Metro.

We are proud to be an equal-opportunity employer, hiring the best talent and striving to build a meritocratic culture.

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