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    [updated_at] => 2019-12-09T23:31:56-05:00
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    [title] => Support Manager
    [content] => <p>Ridecell (<a href="http://www.ridecell.com)">www.ridecell.com)</a> is on a mission to power the next generation of ridesharing, carsharing services and autonomous mobility services. As the world shifts to a mobility on-demand model and new companies enter as service providers, Ridecell is poised to support these initiatives. Already more than 20 customers, including Penske, Renault, Karma and AAA, use our proven platform to launch, operate, and scale their new mobility services. </p>
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<li>Working directly with clients to identify goals and helping their team configure their system to meet their goals</li>
<li>Measure client needs and support issues to share with the team</li>
<li>Analyze customer feedback and reporting metrics</li>
<li>Assist with system setup and training (may involve travel)</li>
<li>Proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform</li>
<li>Communicate complex customer issues to development teams</li>
<li>Empower end-users to support themselves using our knowledge base</li>
<li>Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation</li>
</ul>
<p><strong>Requirements</strong></p>
<ul>
<li>10+ years of technical support experience</li>
<li>3+ years of Management experience</li>
<li>Scripting  skills with SQL or Python</li>
<li>Understanding of how SaaS integrations work</li>
<li>Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious</li>
<li>Excellent organizational, written and oral communication skills – you must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles</li>
<li>A strong sense of urgency</li>
<li>Basic knowledge of various mobile platforms (e.g. iOS, Android)</li>
<li>Flexibility to work into the early evenings and pre-scheduled after hours shifts</li>
<li>Awesome sense of humor</li>
<li>Must be willing to work on-site in our Pune  office</li>
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<p> <strong>Preferred</strong></p>
<ul>
<li>Experience using CRM help-desk and ticketing tools (e.g. Zendesk, ServiceCloud)</li>
<li>Previous work in the transportation space (e.g. transit agency, university transportation, TNC company)</li>
<li>Familiarity with project management tools (e.g. Redmine or Pivotal)</li>
<li>Experience troubleshooting in a SaaS environment with an assertive deploy schedule</li>
<li>Prior consulting experience</li>
</ul>
<p> </p>
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Support Manager

At Ridecell View All Jobs
Pune, India

Ridecell (www.ridecell.com) is on a mission to power the next generation of ridesharing, carsharing services and autonomous mobility services. As the world shifts to a mobility on-demand model and new companies enter as service providers, Ridecell is poised to support these initiatives. Already more than 20 customers, including Penske, Renault, Karma and AAA, use our proven platform to launch, operate, and scale their new mobility services. 

Responsibilities

  • Responding to support calls and tickets and escalating important issues
  • Working directly with clients to identify goals and helping their team configure their system to meet their goals
  • Measure client needs and support issues to share with the team
  • Analyze customer feedback and reporting metrics
  • Assist with system setup and training (may involve travel)
  • Proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform
  • Communicate complex customer issues to development teams
  • Empower end-users to support themselves using our knowledge base
  • Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation

Requirements

  • 10+ years of technical support experience
  • 3+ years of Management experience
  • Scripting  skills with SQL or Python
  • Understanding of how SaaS integrations work
  • Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Excellent organizational, written and oral communication skills – you must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
  • A strong sense of urgency
  • Basic knowledge of various mobile platforms (e.g. iOS, Android)
  • Flexibility to work into the early evenings and pre-scheduled after hours shifts
  • Awesome sense of humor
  • Must be willing to work on-site in our Pune  office

 Preferred

  • Experience using CRM help-desk and ticketing tools (e.g. Zendesk, ServiceCloud)
  • Previous work in the transportation space (e.g. transit agency, university transportation, TNC company)
  • Familiarity with project management tools (e.g. Redmine or Pivotal)
  • Experience troubleshooting in a SaaS environment with an assertive deploy schedule
  • Prior consulting experience

 

 

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