Support Specialist

Via; Utah; On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Free medical plans

401K matching

Fuel cost reimbursement

Health, vision, dental insurance

Life insurance

Disability insurance

Paid time off

Winter tire reimbursement

Job summary

Via is seeking a Support Specialist to back our driver-partners and riders from a Summit County office. The role operates on a 3:00PM–1:00AM shift, in-person at our Utah location near Park City, focusing on smooth interactions and top-tier service.

You will troubleshoot a range of issues, become a product expert, and advocate for continuous improvement by sharing feedback with technology, marketing, design, and product teams. Fluency in English is required; Spanish is a plus.

Qualifications

• Clear communication with strong writing and reading skills.
• Comfort with computers and common tools (MS Office, Google Suite).
• Experience using CRM tools such as Salesforce is a plus.
• Willingness to work on multiple tasks and wear many hats.

Responsibilities

• Serve as the front line, supporting driver-partners.
• Tackle a range of customer issues in a fast-paced environment.
• Become an expert on Via services and advocate for riders and partners.
• Deliver exceptional customer service to riders and partners.
• Identify trends and pain points and brainstorm solutions to improve experiences.
• Channel feedback to technology, marketing, design, and product teams.

Skills

Clear communication

Active listening

Technical skills

CRM experience

Team player

Problem solving

Empathy

English fluent

Tools

Salesforce

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 aSupport Specialist, you will have the opportunity to support a first-of-its-kind, intermodal transit service while gaining exposure to a fast-paced tech company. You’ll be on the ground floor of this exciting operation, ensuring that our driver-partners have a smooth interaction and experience and delivering an exceptional service to our riders.

This is an in-person position. You will be working from our office in Summit County, Utah (close to Park City). Shift hours for this role are 3:00PM-1:00AM.

What You'll Do:

• Serve as the front line, supporting our driver-partners


• Thrive in a fast-paced environment tackling an array of customer issues


• Become an expert on our services and spread the love of Via everywhere


• Deliver above-and-beyond customer service to our riders


• Notice even the smallest trends and pain points, then brainstorm ways in which we can create solutions to improve each customer's experience


• Channel customer feedback to all areas of the business such as technology, marketing, design, and product teams

Who You Are:

• Clear communicator, good listener, with excellent reading comprehension and writing skills


• Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite, previous CRM tools like Salesforce a plus


• A well-rounded team player who takes ownership of (and pride in) your work


• Dynamic; willing to wear multiple hats and work on projects of all types


• You take initiative to solve problems and get the job done


• Empathetic and have the ability to put yourself in the customer's shoes


• Intellectually curious, and a willingness to embrace the uncertain


• Fluency in English is a must, and Spanish is a plus

Compensation:

• Final pay will be determined by the candidate's experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable


• Hourly wage starting at $23.00/hr


• We are proud to offer a generous and comprehensive benefits package, including free medical plans and 401K matching

Benefits:

• Fuel costs reimbursed for those commuting into our office in Summit County, Utah


• Employer-subsidized health, vision, and dental insurance


• Employer-subsidized life insurance


• Employer-subsidized short and long-term disability insurance


• A generous paid-time-off package


• Reimbursement for winter tires paid at the end of winter season

Ready to join the ride?

Via is an equal opportunity employer.