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    [id] => 1069569
    [updated_at] => 2018-12-05T18:48:32-05:00
    [title] =>  Technical Support Manager
    [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, VW, Renault and AAA use our proven platform to launch, operate, and scale their new mobility services</p>
<h3>Responsibilities</h3>
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<li>Responding to support calls and tickets and escalating important issues</li>
<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>
</ul>
<h3>Requirements</h3>
<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>A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform</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>Experience communicating complex customer issues to development teams</li>
<li>The ability to empower end-users to support themselves using our knowledge base</li>
<li>Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation</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 San Francisco office</li>
</ul>
<h3>Preferred</h3>
<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>1+ years consulting experience</li>
</ul>
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Technical Support Manager

At Ridecell View All Jobs
San Francisco, CA

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, VW, Renault 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)

Requirements

  • 10+ years of technical support experience
  • 3+ years of Management experience
  • Scripting  skills with SQL or Python 
  • Understanding of how SaaS integrations work
  • A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform
  • 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)
  • Experience communicating complex customer issues to development teams
  • The ability to empower end-users to support themselves using our knowledge base
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • 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 San Francisco 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
  • 1+ years consulting experience

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