Tech & Ops Analyst — On-Demand Transit Support

RideCo On-Demand Transit; Southwestern Ontario; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Flex-time schedules

Vacation time

Bi-weekly catered lunches

Social events

Casual dress code

Medical, dental, life/health spending

Commuter program

Job summary

RideCo powers on-demand transit in Canada. As a Technical Operations Analyst on our Customer Success & Operations team, you will manage customer requests, troubleshoot technical issues, and ensure service delivery meets KPIs.

You’ll be a pivotal link between clients and our organization. The role requires 3+ years in technical support, proficiency with MS Office or Google Workspace, and experience with Salesforce, Zendesk, JIRA or Confluence.

Qualifications

• 3+ years of experience in technical support or a related customer-facing technical role.
• Demonstrated problem-solving abilities in a technical setting.
• Ability to manage multiple priorities with urgency and sound judgment.
• Willingness to travel to client sites in Canada and the US up to 10% of the time.

Responsibilities

• Learn and support the RideCo software platform as a go-to resource for troubleshooting.
• Build and maintain customer relationships through superior service.
• Respond to customer inquiries quickly to meet agreements.
• Assist in developing and maintaining internal training materials and the knowledge base.
• Log product defects and record customer interactions in ticketing systems.
• Collaborate with internal teams to ensure customer needs are met.
• Participate in incident response and on-call responsibilities as scheduled.
• Support product configuration, implementation, and data analysis for onboarding.

Skills

Technical support

Customer service

MS Office

Travel readiness

Problem solving

Tools

Salesforce

Zendesk

JIRA

Confluence

Job description

RideCo powers on-demand transit in Canada. As a Technical Operations Analyst on our Customer Success & Operations team, you will manage customer requests, troubleshoot technical issues, and ensure service delivery meets KPIs.

You’ll be a pivotal link between clients and our organization. The role requires 3+ years in technical support, proficiency with MS Office or Google Workspace, and experience with Salesforce, Zendesk, JIRA or Confluence.