Customer Support Agent

Remix; Fort Worth (TX); On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Via in Fort Worth, TX is seeking a Customer Support Agent to manage day-to-day transit operations. You will be the go-to person for live troubleshooting decisions and collaborate with operations, support, and product teams to plan and improve our services.

This is an in-person position with a 5-day workweek (4 weekdays and 1 weekend day); shifts run early morning through evening. Final salary is determined by experience, with a base rate of $19.00/hour. We offer medical plans and 401K matching.

Qualifications

• Thrives in fast-paced environments and makes sound decisions.
• Shows ownership for delivering great service to partners.
• Proactive in anticipating issues and preventing problems.

Responsibilities

• Proactively adjust daily operating plans based on real-time inputs.
• Prioritize operational issues as a real-time point of contact.
• Build cross-functional relationships across Via teams and external partners.
• Support other live operations, phone and email as needed.
• Prioritize live operational issues and take action based on information.
• Leverage product knowledge to make ad hoc decisions with minimal guidance.

Skills

Fast-paced work

Ownership mindset

Proactive

Empathetic communication

Ambiguity tolerance

Team player

Job description

Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals.

As a Customer Support Agent, you will manage key aspects of our day-to-day transit operations. You - along with your teammates - will be the go-to person for live troubleshooting decisions and will collaborate with operations, support, and product optimization teams to help plan and improve our services. You will also help with many other types of tickets and tasks based on business needs.

This is an in-person position. You will be working from our office in Fort Worth, TX. Shift will be 5 days a week (4 weekdays and 1 weekend day)

What You\'ll Do:

• Proactively adjust daily operating plans based on real-time inputs from drivers, riders, and colleagues
• Prioritize operational issues as a real-time point of contact and provide creative solutions for overseeing a live operation
• Build strong cross-functional relationships across various Via teams and offices and external partners
• Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone and email.
• Effectively prioritize live operational issues and take action based on the information received
• Leverage knowledge of Via products and services to make ad hoc decisions with little guidance

Who You Are:

• Thrive in fast-paced environments: able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
• Ownership mentality: take full responsibility for delivering great service to driver-partners
• Proactive: able to think ahead and anticipate to prevent problems before they start
• An empathetic and effective communicator: you excel at active listening and collaboration
• Comfortable with ambiguity: make thoughtful choices between imperfect options
• Maintain a solution-oriented mindset: persistent, creative, and cool under pressure
• Observant and keen to improve: if something’s not working, you come up with a better way
• An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams

Compensation and Benefits

• Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable.
• Salary Range: $19.00/hour
  • Shifts will be 5 days a week (4 weekdays + 1 weekend day)
  • Hours available (subject to change):
    • 3:30am - 12pm CT
    • 12pm - 8:30pm CT
    • 2pm - 10:30pm CT
• We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
• Successful completion of a drug test is necessary for employment

There has never been a more exciting time to be on the cutting edge of public mobility. Ready to join the ride?

Via is an equal opportunity employer.