Job description:
The position is 50% technical support and 50% customer service administration
Technical:
- Instruct customers in the operation and maintenance of the system and oversee any necessary diagnoses and troubleshoot on-site
- Walk customer through problem-solving procedures, by remotely connecting to their system or via email/phone
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Write training manuals and train system installers.
- Serve as the company liaison with customer on technical and administrative matters
- Run reports to determine malfunctions and propose solutions.
Administration and Customer support:
- Field inbound calls from drivers and customers communicate driver, customer, dispatching issues to management
- Resolve fare issues between drivers and customers
- Document complaints and report
- Place orders for customers seeking WAV transportation
- Assign trips to drivers
- Resolve issues regarding incentives/fast lane vouchers
- Prepare reports for different departments or upper management
- Provide clerical support when needed
Must haves:
- Advance knowledge of Windows Operating Systems, Servers and Microsoft Office products.
- Experience troubleshooting and supporting hardware and software issues
- Excellent customer service skills
- Effective Communication and multitasking skills.
- Ability to manage time effectively
- Possess good organizational and decision-making skills
- Ability to work independently as well as in a team environment
- Excellent problem-solving ability
- Positive and patient
- Ability to diffuse a situation between a driver and a passenger
- Communicate effectively, both oral and written, with contract managers, co-workers, supervisors, staff, and the general public.
Benefits:
● On-going diversity and inclusion training
● Short and long-term disability
● Shuttle service from ferry or subway station to the office
● Great medical, dental, and vision insurance options
● Mental health benefits
● Peleton Subscription
● 15 days PTO + 10 paid holidays + 10 sick days
● 401(k) matching
● Pre-tax commuter benefits, HSA, FSA, Dependent Care
● 16 weeks paid maternity leave, 6 weeks paid paternity leave - biological, adoptive, and foster parents are all eligible
Curb is proud to be an equal opportunity employer.
