Original job description
<p dir="ltr">This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation. </p><p dir="ltr">As a Technical Operations Analyst on our Customer Success & Operations team, you will play a pivotal role in supporting both clients and internal stakeholders. You'll be responsible for managing customer requests, troubleshooting technical issues, and ensuring that service delivery meets or exceeds our Key Performance Indicators (KPIs). This role is central to driving customer satisfaction and success, and is part of a high-impact team that serves as a critical link between our clients and the broader organization.</p><p dir="ltr"><strong>Working Hours: </strong></p><p dir="ltr"><strong>Candidates must be available to work 11pm to 7am Tuesday through Saturday. </strong></p><p dir="ltr"><strong>Your day-to-day responsibilities will include:</strong></p><ul><li dir="ltr" role="presentation">Learn and support the RideCo software platform, becoming a go-to resource for troubleshooting and issue resolution.</li><li dir="ltr" role="presentation">Build and maintain customer relationships by providing superior customer service</li><li dir="ltr" role="presentation">Respond to customer questions and concerns quickly and accurately to meet contractual agreements</li><li dir="ltr" role="presentation">Assist in the development and maintenance of documentation for internal training material and the customer-facing knowledge base</li><li dir="ltr" role="presentation">Identify, reproduce, log product defects, and record all customer interactions in our internal ticketing systems</li><li dir="ltr" role="presentation">Work collaboratively to build and maintain productive working relationships between internal teams to ensure customer needs are met and inquiries are resolved</li><li dir="ltr" role="presentation">Contribute to system reliability by participating in the incident response lifecycle and fulfilling on-call responsibilities as scheduled.</li><li dir="ltr" role="presentation">Supporting product configuration, implementation, and data analysis to ensure successful client onboarding and optimal system performance</li><li dir="ltr" role="presentation">Other duties/projects as assigned</li></ul><p dir="ltr"><strong>Preferred qualifications and experience:</strong></p><ul><li dir="ltr" role="presentation">3+ years of experience in technical support or a related customer-facing technical role</li><li dir="ltr" role="presentation">A passion for solving problems!</li><li dir="ltr" role="presentation">Good understanding and experience using MS Office Suite and/or Google Workspace</li><li dir="ltr" role="presentation">Experience with any of the following tools would be an asset: Salesforce, Zendesk, JIRA, Confluence</li><li dir="ltr" role="presentation">Demonstrated problem-solving abilities in a technical setting</li><li dir="ltr" role="presentation">Ability to utilize sound judgment and manage multiple priorities with a sense of urgency</li><li dir="ltr" role="presentation">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. </li><li dir="ltr" role="presentation">Ability to anticipate and identify internal and external client needs and make appropriate recommendations</li></ul><p dir="ltr"><strong>Compensation and Benefits:</strong></p><ul><li dir="ltr" role="presentation"><strong>Base Salary:</strong> $55K - $65K + performance-based bonus</li><li dir="ltr" role="presentation"><strong>Work-Life Balance & Additional Perks:</strong> Flex-time work schedules, vacation time, bi-weekly catered lunches, social events, casual dress code</li><li dir="ltr" role="presentation"><strong>Benefits Plan:</strong> Medical, dental, prescription, life/health spending accounts, and more</li><li dir="ltr" role="presentation"><strong>Work Environment: </strong>Located in KW's most desirable work space in the heart of Uptown Waterloo </li><li dir="ltr" role="presentation"><strong>Location: Waterloo Region - ideally you will be training in-person at the office for several weeks before transitioning to the night shift </strong></li></ul><p dir="ltr"><strong>Who we are:</strong></p><p dir="ltr"><a href="http://www.rideco.com">http://www.rideco.com</a></p><p dir="ltr">RideCo powers on-demand transit. Public transit agencies and fleet operators use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. RideCo is growing rapidly, and it is the most adopted on-demand paratransit and microtransit software among the 10 largest cities in the United States. Our marquee clients include Philadelphia’s SEPTA, RTC Las Vegas, San Antonio Metro, and Houston Metro. </p><p dir="ltr">RideCo’s software powers a diverse range of use cases, including paratransit, residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. The success of these services is supported by the industry's best customer service, including a 95% plus customer retention rate. We are investing to scale up and capture the growing demand for on-demand shared rides solutions.</p><p dir="ltr"><em>RideCo is proud to be an equal-opportunity employer. We hire the best talent and strive to build a meritocratic culture. In accordance with the Accessibility for Ontarians with Disabilities Act, accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require special accommodation to complete any portion of the application or interview process, please mention this in your application.</em> </p><p dir="ltr">Why is this role open? Existing Vacancy <br><br>RideCo is committed to a fair and transparent recruitment process. We do not use artificial intelligence (AI) or automated decision-making tools to screen, evaluate, or select candidates. All applications are reviewed and assessed by our hiring team.</p>
More about this job
Responsibilities
Support customers and internal teams by troubleshooting RideCo platform issues, managing requests and tickets, documenting defects, and ensuring service delivery meets contractual KPIs. Contribute to incident response, customer onboarding, product configuration, implementation, and data analysis while maintaining strong client relationships.
Requirements
The role prefers at least three years of experience in technical support or a related customer-facing technical position, along with strong problem-solving skills and the ability to manage competing priorities. Candidates must work 11 p.m. to 7 a.m. Tuesday through Saturday, be able to travel up to 10% within Canada and the United States, and have a valid passport or U.S. B1/B2 visa.
Skills
- Technical Support
- Customer Service
- Troubleshooting
- Problem-Solving
- Incident Response
- Ticket Management
- Product Configuration
- Implementation Support
- Data Analysis
- Technical Documentation
- Defect Reproduction and Logging
- Prioritization
- Microsoft Office
- Google Workspace
- Salesforce
Benefits
- Performance-Based Bonus
- Flexible Work Schedules
- Vacation Time
- Catered Lunches
- Social Events
- Casual Dress Code
- Medical Insurance
- Dental Insurance
- Prescription Coverage
- Life Insurance
- Health Spending Accounts
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Technology
- Transportation
- Data & Analytics
Keywords
- RideCo
- On-Demand Transit
- Public Transit
- Transportation Technology
- Cloud-Based Software
- Customer Success
- Technical Operations
- Technical Support
- Troubleshooting
- Customer Service
- Key Performance Indicators
- Incident Response
- On-Call Responsibilities
- Ticketing Systems
- Product Defects
- Product Configuration
- Client Onboarding
- Implementation
- Data Analysis
- Microsoft Office
- Google Workspace
- Salesforce
- Zendesk
- JIRA
- Confluence
- Paratransit
- Microtransit
- Dynamically Routed Transit
- Customer Retention
