Technical Customer Support Representative

RideCo Inc.; Southwestern Ontario; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading transportation technology company is seeking a Technical Customer Support Representative to enhance customer satisfaction and ensure key performance indicators are met. This role involves supporting clients through troubleshooting and maintaining documentation, with a strong emphasis on collaborative team relationships. The ideal candidate has significant technical support experience and a passion for customer happiness.

Benefits

Flex-time work schedules

Bi-weekly catered lunches

Casual dress code

Commuter Program with complimentary rides

Qualifications

• 3+ years of technical support or related experience.
• Good understanding and experience using MS Office Suite and/or Google workspace.
• Must be available to travel up to 20% of the time.

Responsibilities

• Learn and troubleshoot RideCo software.
• Build and maintain customer relationships through support.
• Log product defects and document customer interactions.
• Participate in the incident response process.

Skills

Technical support experience

Customer service

Problem-solving abilities

Knowledge of Salesforce

Experience with MS Office Suite

Tools

Salesforce

Zendesk

JIRA

Confluence

Job description

This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation.

As a Technical Customer Support Representative in the Customer Success & Operations team, you will work directly with clients and internal stakeholders on support tickets and requests to ensure Key Performance Indicators are achieved. Our Support team is a key function within the organization that focuses on providing high customer satisfaction and success.

Working Hours: Must have 7 day/week availability for 5 consecutive 8 hour shifts between 8am and 8pm

Responsibilities

• Quickly learn and become an expert in using/troubleshooting RideCo software
• Build and maintain solid customer relationships by providing superior customer support via email and telephone
• Respond to customer questions and concerns quickly and accurately to meet contractual agreements
• 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
• Work collaboratively to build and maintain productive working relationships between internal teams to ensure customer needs are met and inquiries are resolved
• Take part in the incident response process, which includes scheduled on-call shifts
• Assist implementation teams as required
• Other duties/projects as assigned

Preferred Qualifications and Experience

• 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 any of the following tools would be an asset: Salesforce, Zendesk, JIRA, Confluence
• 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
• Ability to anticipate and identify internal and external client needs and make appropriate recommendations
• Location: Waterloo, Ontario (in-office attendance required 3 days/week)

Compensation and Benefits

• 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
• Work Environment: Located in KW's most desirable work space in the heart of Uptown Waterloo
• Commuter Program: Complimentary rides to and from work in Waterloo Region

Who we are:

RideCo powers on-demand transit. Public transit agencies and fleet operators use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. RideCo is 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, San Antonio Metro, and Houston Metro.

RideCo’s software powers a diverse range of use cases, including paratransit, residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. The success of these services is supported by the industry\'s best customer service, including a 95% plus customer retention rate. We are investing to scale up and capture the growing demand for on-demand shared rides solutions.

RideCo is proud to be an equal-opportunity employer. We hire the best talent and strive to build a meritocratic culture. In accordance with the Accessibility for Ontarians with Disabilities Act, accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require special accommodation to complete any portion of the application or interview process, please mention this in your application. #Li-Hybrid