Technical Support Specialist
2 weeks ago
We are seeking a skilled Technical Support Specialist to join our team at Curb Mobility. This role will provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. As a Technical Support Specialist, you will be the first point of contact for customers with technical issues, troubleshooting and resolving problems in a timely and efficient manner.
Key Responsibilities:
- Instruct customers in the operation and maintenance of our system and oversee any necessary diagnoses and troubleshooting on-site.
- Walk customers 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 customers 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.
Requirements:
- Advanced 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:
We offer a comprehensive benefits package, including 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 Mobility is proud to be an equal opportunity employer.
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