Customer Operations Specialist managing SAP order fulfillment, customer escalations, and international shipments. Supporting March Networks, a global video - surveillance company serving retailers and banks.
About the role
- Technical Operations Analyst supporting RideCo’s cloud-based on-demand transit platform. Troubleshooting customer issues, managing incidents, and supporting implementations for transit agencies and fleet operators.
Responsibilities
- Learn and support the RideCo software platform and become a go-to resource for troubleshooting and issue resolution
- Build and maintain customer relationships by providing superior customer service
- Respond to customer questions and concerns quickly and accurately to meet contractual agreements
- Develop and maintain documentation for internal training material and the customer-facing knowledge base
- Identify, reproduce, and log product defects and record 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
- Passion for solving problems
- Good understanding and experience using MS Office Suite and/or Google Workspace
- Experience with Salesforce, Zendesk, JIRA, or Confluence is 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
- Candidates must be available to work five consecutive 8-hour shifts per week, scheduled between 5:00 AM and 11:00 PM, with flexibility for shifts any day Monday through Sunday
Benefits
- Performance-based bonus
- Flex-time work schedules
- Vacation time
- Bi-weekly catered lunches
- Social events
- Casual dress code
- Medical, dental, prescription, life/health spending accounts, and more
- Located in KW's most desirable work space in the heart of Uptown Waterloo
- Complimentary rides to and from work in Waterloo Region
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Degree requirement
No Education Requirement
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