In this role, you will be the go-to person for live troubleshooting decisions, and you will collaborate with operations, support, and product optimization teams to help plan and improve Via services. You will also help with many other types of tickets and tasks based on business needs.
We're looking for candidates who are strong communicators with excellent active listening and collaborating skills. You're a team player that thrives in fast-paced environments and has a solution-oriented mindset.
As a Driver Support Representative, you will:
- 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.
Requirements
- 2+ years customer/tech support, specifically focused on troubleshooting/problem-solving
- Prior experience improving processes/workflows to improve support operations (e.g. automating tasks, streamlining complaint processes, etc.)
- Ability to prioritize operational issues relating to drivers, riders and colleagues
- Identify/resonate with the following traits/skills:
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Thriving in fast-paced environments, being able to make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
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Having an ownership mentality, taking full responsibility for delivering great service to driver-partners
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Being proactive; you're able to think ahead and anticipate to prevent problems before they start
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Being an empathetic and effective communicator, excelling at active listening and collaboration
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Being comfortable with ambiguity, consistently making thoughtful choices between imperfect options
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Maintaining a solution-oriented mindset, remaining persistent, creative, and cool under pressure
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Being observant and keen to improve: if something’s not working, you come up with a better way
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Being an exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams
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- Experience with Salesforce is preferred
Benefits:
- Pay rate $16-$17.50 based on experience
- 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
- Pre-tax commuter and healthcare spending
- 401K (optional)
