Manager leading quality audits, claims decision reviews, and strategic improvement projects for Medavie’s insurance operations. Guiding teams to improve service quality and customer outcomes.
About the role
- Technical Operations Analyst supporting RideCo’s cloud-based on-demand transit software for agencies and fleet operators. Troubleshooting customer issues, managing incidents, and supporting implementations on the night shift.
Responsibilities
- Learn and support the RideCo software platform and become a go-to resource for troubleshooting and issue resolution
- Build and maintain customer relationships through superior customer service
- Respond to customer questions and concerns quickly and accurately to meet contractual agreements
- Assist in developing and maintaining internal training documentation and the customer-facing knowledge base
- Identify, reproduce, and log product defects
- Record all customer interactions in internal ticketing systems
- Collaborate with internal teams to ensure customer needs are met and inquiries are resolved
- Participate in the incident response lifecycle and fulfill scheduled on-call responsibilities
- Support product configuration, implementation, and data analysis for successful client onboarding and optimal system performance
- Perform other duties and projects as assigned
Requirements
- 3+ years of experience in technical support or a related customer-facing technical role
- Good understanding and experience using MS Office Suite and/or Google Workspace
- Experience with Salesforce, Zendesk, JIRA, or Confluence would be an asset
- Demonstrated problem-solving abilities in a technical setting
- Ability to utilize sound judgment and manage multiple priorities with a sense of urgency
- Must be available to travel to client sites within Canada and the United States up to 10% of the time
- Must be able to travel within 3 months of hire date
- Valid Passport/US B1B2 Visa required
- Ability to anticipate and identify internal and external client needs and make appropriate recommendations
- Must be available to work 11pm to 7am Tuesday through Saturday
- Valid Canadian Passport OR B1B2 US Visa required
Benefits
- Performance-based bonus
- Flex-time work schedules
- Vacation time
- Bi-weekly catered lunches
- Social events
- Casual dress code
- Medical benefits
- Dental benefits
- Prescription coverage
- Life/health spending accounts
- Training initially in-person at the office before transitioning to the night shift
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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