stdClass Object
(
    [absolute_url] => https://ridecell.com/about/careers/?gh_jid=1465178
    [internal_job_id] => 930850
    [location] => stdClass Object
        (
            [name] => Bordeaux, France 
        )

    [metadata] => 
    [id] => 1465178
    [updated_at] => 2018-12-05T18:50:46-05:00
    [title] => Customer Support Engineer
    [content] => <p class="p1"><span class="s1">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.</span></p>
<h3 class="p1"><span class="s1">Role</span></h3>
<p class="p1"><span class="s1">We are looking for a Customer Support Engineer to join our Customer Success team, who has a passion for providing top-level customer service and delivering technical solutions! Think of this role as a client facing developer, where your QA is the client and the product has already deployed. Our candidate should be savvy on supporting customers through many different channels of communication including: email, phone, chat, and forums. You’re a great match if you love playing in Python, possess fantastic troubleshooting and analytical skills, are driven to help people, are a team player, and have the ability to dive deep into a new product to learn it inside and out. Experience working with transportation related software is a plus!</span></p>
<h3 class="p1">Responsibilities</h3>
<p class="p1"><span class="s1">Play a vital role in making customers happy, ensuring their success on the Ridecell platform, and communicating their needs to the rest of the team. Specific tasks include:</span></p>
<ul class="ul1">
<li class="li1"><span class="s1">Responding to support calls and tickets and coding solutions</span></li>
<li class="li1"><span class="s1">Analyze customer feedback and reporting metrics</span></li>
<li class="li1"><span class="s1">Assist with system setup and training (may involve travel)</span></li>
<li class="li1"><span class="s1">Accompany team to conferences to connect with customers (may involve travel)</span></li>
<li class="li1"><span class="s1">Flexibility to work into the early evenings and pre-scheduled after hours shifts</span></li>
</ul>
<h3 class="p1">Requirements</h3>
<p class="p1"><span class="s1">Our ideal candidate enjoys solving complex issues while having fun and keeping a positive attitude. You love to craft innovative solutions. You relish the opportunity to be a vital resource within a growing team. Details include:</span></p>
<ul class="ul1">
<li class="li1"><span class="s1">Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious</span></li>
<li class="li1">Fluency in Python, or another object oriented programming language, and willingness to learn Python</li>
<li class="li1"><span class="s1">1+ years consulting or other customer facing experience</span></li>
<li class="li1"><span class="s1">Excellent organizational, written and oral communication skills – you must be able to convey technical jargon in a wide-array of syntax</span></li>
<li class="li1"><span class="s1">Strong verbal and written communication, willingness to contribute to knowledge base articles</span></li>
<li class="li1"><span class="s1">Experience communicating complex customer issues to development teams</span></li>
<li class="li1"><span class="s1">A strong sense of urgency</span></li>
<li class="li1"><span class="s1">The ability to empower end-users to support themselves using our knowledge base</span></li>
<li class="li1"><span class="s1">A desire to proactively seek solutions to problems and propose improvements to make RideCell the leading transportation platform</span></li>
<li class="li1"><span class="s1">Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation</span></li>
<li class="li1"><span class="s1">Awesome sense of humor</span></li>
<li class="li1"><span class="s1">Must be willing to work on-site in our Munich office</span></li>
</ul>
<p class="p1"><span class="s2"><strong>Great To Have:</strong></span></p>
<ul class="ul1">
<li class="li1"><span class="s1">Experience using CRM help-desk and ticketing tools (e.g. Zendesk or Desk)</span></li>
<li class="li1">Previous work in the transportation space (e.g. carsharing or ridesharing company, transit agency, university transportation, TNC company)</li>
<li class="li1">Familiarity with project management tools (e.g. Redmine or Pivotal)</li>
<li class="li1"><span class="s1">Basic knowledge of various mobile platforms (e.g. iOS, Android)</span></li>
<li class="li1"><span class="s1">Two years of technical support and/or customer service experience</span></li>
<li class="li1">Working knowledge of SQL queries is a huge plus</li>
<li class="li1"><span class="s1">Basic understanding of how SaaS integrations work</span></li>
<li class="li1"><span class="s1">Experience troubleshooting in a SaaS environment with an assertive deploy schedule</span></li>
</ul>
<p class="p1"> </p>
    [departments] => Array
        (
            [0] => stdClass Object
                (
                    [id] => 26573
                    [name] => Customer Success
                    [child_ids] => Array
                        (
                            [0] => 49830
                        )

                    [parent_id] => 
                )

        )

    [offices] => Array
        (
            [0] => stdClass Object
                (
                    [id] => 61047
                    [name] => Bordeaux
                    [location] => 
                    [child_ids] => Array
                        (
                        )

                    [parent_id] => 
                )

        )

    [compliance] => 
    [demographic_questions] => 
    [questions] => Array
        (
            [0] => stdClass Object
                (
                    [description] => 
                    [label] => First Name
                    [required] => 1
                    [fields] => Array
                        (
                            [0] => stdClass Object
                                (
                                    [name] => first_name
                                    [type] => input_text
                                    [values] => Array
                                        (
                                        )

                                )

                        )

                )

            [1] => stdClass Object
                (
                    [description] => 
                    [label] => Last Name
                    [required] => 1
                    [fields] => Array
                        (
                            [0] => stdClass Object
                                (
                                    [name] => last_name
                                    [type] => input_text
                                    [values] => Array
                                        (
                                        )

                                )

                        )

                )

            [2] => stdClass Object
                (
                    [description] => 
                    [label] => Email
                    [required] => 1
                    [fields] => Array
                        (
                            [0] => stdClass Object
                                (
                                    [name] => email
                                    [type] => input_text
                                    [values] => Array
                                        (
                                        )

                                )

                        )

                )

            [3] => stdClass Object
                (
                    [description] => 
                    [label] => Phone
                    [required] => 1
                    [fields] => Array
                        (
                            [0] => stdClass Object
                                (
                                    [name] => phone
                                    [type] => input_text
                                    [values] => Array
                                        (
                                        )

                                )

                        )

                )

            [4] => stdClass Object
                (
                    [description] => 
                    [label] => Resume/CV
                    [required] => 1
                    [fields] => Array
                        (
                            [0] => stdClass Object
                                (
                                    [name] => resume
                                    [type] => input_file
                                    [values] => Array
                                        (
                                        )

                                )

                            [1] => stdClass Object
                                (
                                    [name] => resume_text
                                    [type] => textarea
                                    [values] => Array
                                        (
                                        )

                                )

                        )

                )

            [5] => stdClass Object
                (
                    [description] => 
                    [label] => Cover Letter
                    [required] => 
                    [fields] => Array
                        (
                            [0] => stdClass Object
                                (
                                    [name] => cover_letter
                                    [type] => input_file
                                    [values] => Array
                                        (
                                        )

                                )

                            [1] => stdClass Object
                                (
                                    [name] => cover_letter_text
                                    [type] => textarea
                                    [values] => Array
                                        (
                                        )

                                )

                        )

                )

            [6] => stdClass Object
                (
                    [description] => 

This should only include languages you are ready to start working in today!

[label] => Please select programming languages with which you are at strongly familiar [required] => 1 [fields] => Array ( [0] => stdClass Object ( [name] => question_12783986[] [type] => multi_value_multi_select [values] => Array ( [0] => stdClass Object ( [label] => Python [value] => 26897780 ) [1] => stdClass Object ( [label] => Ruby [value] => 26897781 ) [2] => stdClass Object ( [label] => Java [value] => 26897782 ) [3] => stdClass Object ( [label] => C++ [value] => 26897783 ) [4] => stdClass Object ( [label] => C# [value] => 26897784 ) [5] => stdClass Object ( [label] => Scala [value] => 26897785 ) [6] => stdClass Object ( [label] => Go [value] => 26897786 ) [7] => stdClass Object ( [label] => Javascript (not JQuery) [value] => 26897787 ) [8] => stdClass Object ( [label] => Objective C [value] => 26897788 ) [9] => stdClass Object ( [label] => Swift [value] => 26897789 ) ) ) ) ) [7] => stdClass Object ( [description] => [label] => LinkedIn Profile [required] => [fields] => Array ( [0] => stdClass Object ( [name] => question_12783987 [type] => input_text [values] => Array ( ) ) ) ) [8] => stdClass Object ( [description] => [label] => Website [required] => [fields] => Array ( [0] => stdClass Object ( [name] => question_12783988 [type] => input_text [values] => Array ( ) ) ) ) [9] => stdClass Object ( [description] => [label] => How did you hear about this job? [required] => [fields] => Array ( [0] => stdClass Object ( [name] => question_12783989 [type] => input_text [values] => Array ( ) ) ) ) ) [location_questions] => Array ( [0] => stdClass Object ( [description] => [label] => Location [required] => 1 [fields] => Array ( [0] => stdClass Object ( [name] => location [type] => input_text [values] => Array ( ) ) ) ) [1] => stdClass Object ( [description] => [label] => Latitude [required] => 1 [fields] => Array ( [0] => stdClass Object ( [name] => latitude [type] => input_hidden [values] => Array ( ) ) ) ) [2] => stdClass Object ( [description] => [label] => Longitude [required] => 1 [fields] => Array ( [0] => stdClass Object ( [name] => longitude [type] => input_hidden [values] => Array ( ) ) ) ) ) )

Customer Support Engineer

At Ridecell View All Jobs
Bordeaux, France

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.

Role

We are looking for a Customer Support Engineer to join our Customer Success team, who has a passion for providing top-level customer service and delivering technical solutions! Think of this role as a client facing developer, where your QA is the client and the product has already deployed. Our candidate should be savvy on supporting customers through many different channels of communication including: email, phone, chat, and forums. You’re a great match if you love playing in Python, possess fantastic troubleshooting and analytical skills, are driven to help people, are a team player, and have the ability to dive deep into a new product to learn it inside and out. Experience working with transportation related software is a plus!

Responsibilities

Play a vital role in making customers happy, ensuring their success on the Ridecell platform, and communicating their needs to the rest of the team. Specific tasks include:

  • Responding to support calls and tickets and coding solutions
  • 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

Our ideal candidate enjoys solving complex issues while having fun and keeping a positive attitude. You love to craft innovative solutions. You relish the opportunity to be a vital resource within a growing team. Details include:

  • 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
  • 1+ years 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
  • Must be willing to work on-site in our Munich office

Great To Have:

  • Experience using CRM help-desk and ticketing tools (e.g. Zendesk or Desk)
  • Previous work in the transportation space (e.g. carsharing or ridesharing company, 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)
  • Two years of technical support and/or customer service experience
  • Working knowledge of SQL queries is a huge plus
  • Basic understanding of how SaaS integrations work
  • Experience troubleshooting in a SaaS environment with an assertive deploy schedule

 

Apply for the job

Resume/CV Attach PDF | Paste As Text
Cover Letter Attach PDF | Paste As Text