Customer Service Representative

1 week ago

Pune, Maharashtra, India Ridecell Full time
Moving the world better - that's the backbone of everything we do.

At Ridecell, we pride ourselves on helping the largest fleets in the world digitally transform their business operations to achieve their goals, no matter how big or adventurous.

Our fleet automation and mobility platform modernizes and monetizes fleets by combining real-time data insights with digital vehicle control that turns manual processes into automated workflows.

Imagining a world where fleets fix and run themselves is no longer a concept - it's a reality.


The results? Unmatched efficiency, unparalleled control, and complete transparency for shared services, motorpool, rental and logistic fleets who rely on vehicles and drivers to move their business forward.

Today, Ridecell powers some of the most successful fleets across Europe and North America including Gig Car Share from AAA, Arval and KINTO Share by Toyota Sweden.

Headquartered in San Francisco, California, with offices in Madrid, Paris, Berlin and Pune, India, Ridecell builds the technologies and solutions that unlock the full power of fleets.

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.

You will collaborate with the Support Engineering team to escalate and resolve customer issues. You will follow a well-articulated process to help quickly and successfully respond to customer inquiries.

Responsibilities and Duties:

  • Help the customer on live interactive phone calls to resolve issues questions
  • Lead the customer initiative from the support process acting as the primary customer liaison/point of contact
  • Answer incoming customer support calls, evaluate issues, and prioritize incoming requests for assistance from users experiencing problems with our product and services
  • Handle and resolve Tier 1 customer issues to achieve high customer satisfaction
  • Appropriately escalate Tier 2 customer issues to support engineering team
  • Document escalated issues with complete issue details including technical issues and customer perspective.
  • Provide feedback to tier 2 team and management on issue trends seen.
  • Decisive and able to make informed and meaningful actions quickly and with justification
  • Able to handle a high volume of requests in a fastpaced environment
  • Monitor call trends for technical problems and promptly escalate to appropriate teams for resolution

Requirements:

  • Demonstrate excellent customer service skills the ability to be empathetic, accurate, calm, compassionate, patient, responsive, resourceful, and conscientious in challenging situations
  • Able to diffuse disgruntled customers
  • 1+ years in customer service, technical support, consulting, or other customerfacing experience
  • Strong detail orientation, organizational, and documentation skills with the ability to prioritize a varied workload
  • Excellent organizational, written, and oral communication skills you must be able to convey technical steps in a simple manner
  • Demonstrate ability to take initiative and work independently
  • Demonstrate problem analysis and problemsolving
  • Possess attention to detail and accuracy
  • Able to work assigned shift consistently and maintain high level of attendance and punctuality
  • Available to work nights, weekends, and holidays when required
  • Able to work at a standard computer set up 40+ hours per week, with or without accommodations
  • Have access to highspeed internet connection to accommodate working remotely
  • Have an appropriate workspace in your residence, when applicable
  • High school diploma, general education degree, or equivalent
  • Ability to evaluate, troubleshoot, and followup on customer issues as well as document for further escalation
Preferred

  • Advanced knowledge of customer service principles and practices
  • Experience working in phonebased customer support role
  • Basic knowledge of various mobile platforms (e.g. iOS, Android)
  • Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)
  • Experience with vehicle telematics
  • Experience with Zendesk, Jira, Confluence, Quip, and similar tools
  • Knowledge of Google Docs, Sheets, Slides, Meet, Zoom, and Gmail
Have you ever wanted a glimpse into the Ridecell India office? Check out our latest video, "We Are Ridecell India"

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