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    [updated_at] => 2019-06-18T15:08:01-04:00
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    [title] =>  Senior Support Engineer  
    [content] => <p>Ridecell (<a href="http://www.ridecell.com/" target="_blank" data-saferedirecturl="https://www.google.com/url?hl=en&amp;q=http://www.ridecell.com/&amp;source=gmail&amp;ust=1515706006625000&amp;usg=AFQjCNGkRZEoNmaubmc7oBqNz5JXpGMO5g">www.ridecell.com</a>) is powering next generation of ridesharing, carsharing and autonomous new mobility services. As the world shifts to a mobility on-demand model and new companies rush to enter as service providers, Ridecell is ready to support these initiatives. Already 20 customers, including BMW, Renault and AAA use our proven platform to launch, operate, and scale their new mobility services.</p>
<h3><br>Responsibilities</h3>
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<li>Responding to support calls and tickets and coding solutions</li>
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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>Accompany team to conferences to connect with customers (may involve travel)</li>
<li>Flexibility to work into the early evenings and pre-scheduled after hours shifts</li>
</ul>
<h3>Requirements</h3>
<ul>
<li>Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious</li>
<li>Fluency in Python, or another object oriented programming language, and willingness to learn Python</li>
<li>Working knowledge of SQL queries.</li>
<li>5+ years technical support, consulting or other customer facing experience</li>
<li>Excellent organizational, written and oral communication skills – you must be able to convey technical jargon in a wide-array of syntax</li>
<li>Strong verbal and written communication, willingness to contribute to knowledge base articles</li>
<li>Experience communicating complex customer issues to development teams</li>
<li>A strong sense of urgency</li>
<li>The ability to empower end-users to support themselves using our knowledge base</li>
<li>A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform</li>
<li>Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation</li>
<li>Awesome sense of humor</li>
</ul>
<h3>Preferred</h3>
<ul>
<li>Experience using CRM help-desk and ticketing tools (e.g. Service Cloud)</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>Basic knowledge of various mobile platforms (e.g. iOS, Android)</li>
<li>Basic understanding of how SaaS integrations work</li>
<li>Experience troubleshooting in a SaaS environment with an assertive deploy schedule</li>
</ul>
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Senior Support Engineer

At Ridecell View All Jobs
Pune, India

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


Responsibilities

  • Responding to support calls and tickets and coding solutions
  • Escalating important issues as needed
  • 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)
  • Accompany team to conferences to connect with customers (may involve travel)
  • Flexibility to work into the early evenings and pre-scheduled after hours shifts

Requirements

  • Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Fluency in Python, or another object oriented programming language, and willingness to learn Python
  • Working knowledge of SQL queries.
  • 5+ years technical support, consulting or other customer facing experience
  • Excellent organizational, written and oral communication skills – you must be able to convey technical jargon in a wide-array of syntax
  • Strong verbal and written communication, willingness to contribute to knowledge base articles
  • Experience communicating complex customer issues to development teams
  • A strong sense of urgency
  • The ability to empower end-users to support themselves using our knowledge base
  • A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Awesome sense of humor

Preferred

  • Experience using CRM help-desk and ticketing tools (e.g. Service Cloud)
  • Previous work in the transportation space (e.g. transit agency, university transportation, TNC company)
  • Familiarity with project management tools (e.g. Redmine or Pivotal)
  • Basic knowledge of various mobile platforms (e.g. iOS, Android)
  • Basic understanding of how SaaS integrations work
  • Experience troubleshooting in a SaaS environment with an assertive deploy schedule

Apply for the job

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