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    [id] => 4559546004
    [updated_at] => 2022-07-06T14:08:30-04:00
    [requisition_id] => 81
    [title] => Technical Support Engineer
    [content] => <p><span style="font-weight: 400;"><a href="https://www.youtube.com/watch?v=UU0hhsSQZEc&amp;t=1s" target="_blank">Ridecell Inc. </a>is the leading fleet automation and mobility platform provider for digital fleet transformation. Ridecell brings the only platform and solutions built specifically to automate the management and monetization of fleets. The Ridecell platform converts siloed data streams into real-time insights, takes advantage of keyless vehicle access and digital immobilizer control, and turns today’s manual fleet processes into automated workflows.</span></p>
<p><span style="font-weight: 400;">Ridecell powers some of the most successful fleets in cities across Europe and North America. These include services by Gig Car Share from AAA, and KINTO mobility services by Toyota Sweden. Ridecell teams are operating globally out of offices in San Francisco, Paris, Berlin, and Pune India.</span></p>
<p>&nbsp;</p>
<p><strong>Responsibilities</strong></p>
<ul>
<li>Identify, triage, investigate, resolve, and escalate issues with your team and other teams as necessary</li>
<li>Guide team through difficult calls or issues, managing escalations, and customer communication</li>
<li>Lead your team to provide detailed feedback based on support ticket analysis to the engineering team that triggers bug fixes as well as automation and feature improvements</li>
</ul>
<p>to drive a reduction in support tickets</p>
<ul>
<li>Work directly with customers to identify goals and help their team configure their systems to meet their goals</li>
<li>Respond to support calls and tickets and escalate important issues</li>
<li>Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation</li>
<li>Analyze case content, customer interactions, customer feedback, and reporting metrics for ongoing process and performance improvements</li>
<li>Create KPI dashboards across various platforms for team and staff use.</li>
<li>Create detailed documentation on existing &amp; new product features</li>
<li>Mentor and provide career planning for team members</li>
<li>Coordinate regularly scheduled team meetings</li>
<li>Maintain and update rotating on-call schedules</li>
<li>Coordinate regularly scheduled performance reviews with assigned staff</li>
<li>Assist with system setup and training</li>
</ul>
<p>&nbsp;</p>
<p><strong>Requirements</strong></p>
<ul>
<li>8+ years of Technical Support experience</li>
<li>5+ years of internal and external Customer Support Management experience (SaaS or Software Company environment preferred)</li>
<li>Experience scaling and running a 24x7x365 Support organization</li>
<li>Basic understanding of how SaaS integrations work</li>
<li>Good knowledge of scripting skills with SQL or Python</li>
<li>A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform</li>
<li>Build an energetic, inclusive remote work environment that compliments our fun, creative culture</li>
<li>Exceptional interpersonal, customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious</li>
<li>Excellent verbal and written communication skills as well as conflict resolution skills</li>
<li>Strong organizational skills</li>
<li>Experience communicating complex customer issues to development teams</li>
<li>Convey technical jargon in a wide array of syntax from beginner level users to developers in our tickets as well as contributing to our knowledge base articles</li>
<li>Empower end-users to support themselves using our knowledge base</li>
<li>Ability to multitask and remain calm under pressure, especially during peak hours or intense situations</li>
<li>Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation</li>
<li>Balance attention to detail with swift execution</li>
<li>Collaborate and work with a highly diverse set of internal and external partners</li>
<li>Proven ability to influence cross-functional teams without formal authority</li>
<li>Flexibility to work into the early evenings and pre-scheduled after-hours shifts</li>
<li>Must work as an on-call contact periodically including weekends</li>
<li>Basic knowledge of various mobile platforms (e.g. iOS, Android)</li>
</ul>
<p>&nbsp;</p>
<p><strong>Preferred Experience</strong></p>
<ul>
<li>Experience using CRM help-desk and ticketing tools (e.g. Zendesk, Salesforce ServiceCloud)</li>
<li>Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)</li>
<li>1+ years management consulting experience</li>
<li>Experience providing customer support and troubleshooting issues in a SaaS environment with an assertive deployment schedule</li>
<li>Experience working with third-party customer service call centers that support an international customer audience</li>
<li>Experience working with vehicle telematics</li>
<li>Strong experience with Jira, Confluence, Quip, and similar tools</li>
<li>Familiarity with project management tools (e.g. Jira, Asana)</li>
<li>Knowledge of PagerDuty, Google Docs, Sheets, Slides, Meet, Zoom, and Gmail</li>
</ul>
<p>&nbsp;</p>
<p>Note: The global team is currently working remotely; the position is based in our Pune office.</p>
<p>&nbsp;</p>
<p>Have you ever wanted a glimpse into the Ridecell India office? Check out our latest video,&nbsp;<a class="c-link" href="https://www.youtube.com/watch?v=UU0hhsSQZEc&amp;t=1s" target="_blank" data-stringify-link="https://www.youtube.com/watch?v=UU0hhsSQZEc&amp;t=1s" data-sk="tooltip_parent" data-remove-tab-index="true">“We Are Ridecell India”</a>, to get a bird’s eye view into the culture, passion, and people that make it such a special place to be! And don’t forget to follow the&nbsp;<a class="c-link" href="https://www.youtube.com/channel/UC2ydkv6OYkt9ZlPrLqDpAJw" target="_blank" data-stringify-link="https://www.youtube.com/channel/UC2ydkv6OYkt9ZlPrLqDpAJw" data-sk="tooltip_parent" data-remove-tab-index="true">Ridecell YouTube channel</a>&nbsp;– there's a lot of really great content coming soon!</p>
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)

Technical Support Engineer

At Ridecell View All Jobs
Pune, India

Ridecell Inc. is the leading fleet automation and mobility platform provider for digital fleet transformation. Ridecell brings the only platform and solutions built specifically to automate the management and monetization of fleets. The Ridecell platform converts siloed data streams into real-time insights, takes advantage of keyless vehicle access and digital immobilizer control, and turns today’s manual fleet processes into automated workflows.

Ridecell powers some of the most successful fleets in cities across Europe and North America. These include services by Gig Car Share from AAA, and KINTO mobility services by Toyota Sweden. Ridecell teams are operating globally out of offices in San Francisco, Paris, Berlin, and Pune India.

Responsibilities

  • Identify, triage, investigate, resolve, and escalate issues with your team and other teams as necessary
  • Guide team through difficult calls or issues, managing escalations, and customer communication
  • Lead your team to provide detailed feedback based on support ticket analysis to the engineering team that triggers bug fixes as well as automation and feature improvements

to drive a reduction in support tickets

  • Work directly with customers to identify goals and help their team configure their systems to meet their goals
  • Respond to support calls and tickets and escalate important issues
  • Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Analyze case content, customer interactions, customer feedback, and reporting metrics for ongoing process and performance improvements
  • Create KPI dashboards across various platforms for team and staff use.
  • Create detailed documentation on existing & new product features
  • Mentor and provide career planning for team members
  • Coordinate regularly scheduled team meetings
  • Maintain and update rotating on-call schedules
  • Coordinate regularly scheduled performance reviews with assigned staff
  • Assist with system setup and training

Requirements

  • 8+ years of Technical Support experience
  • 5+ years of internal and external Customer Support Management experience (SaaS or Software Company environment preferred)
  • Experience scaling and running a 24x7x365 Support organization
  • Basic understanding of how SaaS integrations work
  • Good knowledge of scripting skills with SQL or Python
  • A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform
  • Build an energetic, inclusive remote work environment that compliments our fun, creative culture
  • Exceptional interpersonal, customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Excellent verbal and written communication skills as well as conflict resolution skills
  • Strong organizational skills
  • Experience communicating complex customer issues to development teams
  • Convey technical jargon in a wide array of syntax from beginner level users to developers in our tickets as well as contributing to our knowledge base articles
  • Empower end-users to support themselves using our knowledge base
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Balance attention to detail with swift execution
  • Collaborate and work with a highly diverse set of internal and external partners
  • Proven ability to influence cross-functional teams without formal authority
  • Flexibility to work into the early evenings and pre-scheduled after-hours shifts
  • Must work as an on-call contact periodically including weekends
  • Basic knowledge of various mobile platforms (e.g. iOS, Android)

Preferred Experience

  • Experience using CRM help-desk and ticketing tools (e.g. Zendesk, Salesforce ServiceCloud)
  • Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)
  • 1+ years management consulting experience
  • Experience providing customer support and troubleshooting issues in a SaaS environment with an assertive deployment schedule
  • Experience working with third-party customer service call centers that support an international customer audience
  • Experience working with vehicle telematics
  • Strong experience with Jira, Confluence, Quip, and similar tools
  • Familiarity with project management tools (e.g. Jira, Asana)
  • Knowledge of PagerDuty, Google Docs, Sheets, Slides, Meet, Zoom, and Gmail

Note: The global team is currently working remotely; the position is based in our Pune office.

Have you ever wanted a glimpse into the Ridecell India office? Check out our latest video, “We Are Ridecell India”, to get a bird’s eye view into the culture, passion, and people that make it such a special place to be! And don’t forget to follow the Ridecell YouTube channel – there's a lot of really great content coming soon!

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