Customer Support Technical Specialist

Job Overview

As the Customer Support Technical Specialist, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools.

You will collaborate with other Support, Engineering, Product, and Customer Success team members. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. Key deliverables of this role are the ongoing development and enhancement of documentation and processes for issue investigation and resolution, cross-functional communication, and training.

Responsibilities and Duties

• Lead the customer initiative from the support process acting as the primary customer liaison/point of contact
• Advocate for customer and product needs across teams
• Triage, investigate, and resolve issues
• Develop product documentation knowledge base including investigative steps for issue resolution and developing executable team processes
• Review reported customer issues and prepare documentation including Investigation Summaries, User Guides, Troubleshooting Steps, and FAQs 
• Conduct internal team training and external customer training
• Escalate issues to engineering through an established process
• Attend customer meetings and convey learnings and relevant information
• Lead cross-team issue investigation meetings
• Travel to a customer location, another office location, or an ancillary location to perform your job function may be required.
• Work a shift-based on-call schedule that may include nights, weekends, and/or holidays

Required Experience

• 3+ years technical support, consulting, or other customer-facing experience
• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Basic experience in any backend language: Python, Java, .Net, or another object-oriented programming language, and willingness to learn Python
• Working knowledge of SQL queries
• Excellent organizational, written, and oral communication skills – you must be able to convey technical jargon in a wide array of syntax
• Strong verbal and written communication, willingness to contribute to knowledge base articles
• Experience communicating complex customer issues to development teams
• A strong sense of urgency
• The ability to empower end-users to support themselves using our knowledge base
• A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform
• Ability to evaluate, troubleshoot, and follow up on customer issues as well as replicate and document for further escalation
• Basic knowledge of various mobile platforms (e.g. iOS, Android)
• Able to work assigned on-call shifts consistently and maintain a high level of attendance and punctuality
• Available to work nights, weekends, and holidays when required 
• Experience using a computer and comfortable learning new software applications such as ticketing software with appropriate internal training.
• Able to work at a standard computer set up 40+ hours per week, with or without accommodations
• Have access to high-speed internet connection to accommodate working remotely
• Have an appropriate workspace in your residence, when applicable
• Must reside in the Bordeaux, France area and work on-site from our Bordeaux office.

Preferred Experience

• Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)
• Experience providing customer support and troubleshooting issues in a SaaS environment with an assertive deployment schedule
• Experience working with vehicle telematics
• Basic understanding of how SaaS integrations work
• Experience with Zendesk, Jira, Confluence, Slack, and similar tools
• Knowledge of PagerDuty, Google Docs, Sheets, Slides, Meet, Zoom, and Gmail