Support Representative (Hybrid)

Business Unit:

Cubic Transportation Systems

Company Details:

The Technical Support Representative provides technical and operations support, training, and consultation to new and existing clients. Working closely with customers and our Program Management team, the Technical Support Representative is responsible for gathering and documenting configuration data, providing training for agency staff, platform configuration and technical support. The Technical Support Representative works closely with Program Managers to drive on-going customer satisfaction with established clients by answering how-to questions, monitoring, and promoting increased passenger adoption, providing technical support and configuration changes, and introducing new features. This position typically works under close supervision and direction.

Business Unit Details:

We're the team behind Umo (umomobility.com) and our vision is to improve quality of life by optimizing mobility. More importantly, everyone on our team is empowered to make that vision a reality through their daily work. We're passionate about providing high-technology solutions that are simple to use and love that our work helps us give back to the communities we live in and serve.

Job Details:

Job Summary:

The Technical Support Representative provides technical and operations support, training, and consultation to new and existing clients. Working closely with customers and our Program Management team, the Technical Support Representative is responsible for gathering and documenting configuration data, providing training for agency staff, platform configuration and technical support. The Technical Support Representative works closely with Program Managers to drive on-going customer satisfaction with established clients by answering how-to questions, monitoring, and promoting increased passenger adoption, providing technical support and configuration changes, and introducing new features. This position typically works under close supervision and direction.

Essential Job Duties and Responsibilities:

• Document fare policy and other platform configuration parameters under supervision of the lead program manager
• Apply system configuration parameters for clients including fare policies
• Deliver training to customer end-users
• Diagnose and troubleshoot technical issues, including configurations issues with software and hardware
• Ask customers targeted questions to understand root of the problem
• Track issues through to resolution within agreed time limits
• Talk clients through a series of actions until issue is resolved
• Properly escalate issues to appropriate management levels (program manager vs services vs. engineering)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external source for accurate technical solutions
• Ensure all issues are properly logged and tracked
• Manage several open issues at one time
• Follow up with clients open issues and information requests
• Prepare accurate and timely reports
• Document technical knowledge (notes and manuals)
• Provide technical support with respect to the use of system programming interfaces

Minimum Job Requirements:

• 2-year college degree, vocation college or equivalent, or work experience demonstrating the required skills to perform the role
• Minimum of 3 years of experience in a sales engineering, technical support, customer support, operations support or other relevant role
• Ability to deal effectively with a wide variety of technical and operational issues
• Effective communication skills in both verbal and written forms with all levels of internal and client management and staff.
• Attention to detail and passion for doing things correct
• A sense of curiosity that causes you to investigate and look for root causes and solutions to problems
• Proven exceptional interpersonal skills.
• Ability to travel within the US
• Must be able to support all time zones

Preferred Skills (Ideal, not required)

• Experience in configuring and trouble-shooting networking equipment and modems
• Scripting or programming experience utilizing programming interfaces (APIs)
• Experience supporting and working technology solutions used for financial accounting, payment processing and customer support

Business Unit Details:

We're the team behind Umo (umomobility.com) and our vision is to improve quality of life by optimizing mobility. More importantly, everyone on our team is empowered to make that vision a reality through their daily work. We're passionate about providing high-technology solutions that are simple to use and love that our work helps us give back to the communities we live in and serve.

Umo is already disrupting the transit technology space because we first focus on why before we focus on what and how. Our platform, Software-as-a-Service (SaaS) solutions enable our customers to rapidly launch in a matter of weeks or months, not years as is common to our industry for solutions such as ours. Our subscription-based model affords access to industry-leading technology at an affordable price that quickly frees up our Transit Agency customers to spend more time serving their communities instead of managing technology projects. Most importantly, we listen intently to our base of satisfied customers so that we're continuously improving and evolving to both their needs and the huge market opportunity before us.

What we're like?

Working in the Umo team is not easy and we aren't interested in hiring people familiar with the word "can't." Our team is inclusive and diverse to best represent the markets and communities we serve. We require honesty and integrity no matter what. We're hands-on and hyper-focused on driving continuous value to our customers and let nothing stand in our way of doing so. When we make mistakes (and we do), we learn quickly from them and always assume our team and customers had the best of intentions. We challenge each other's boundaries and mindsets and have built a team that's fun to work and learn with. We love thinking every day on how we can improve how we work for the benefit of our customers. We're rewarded daily as our product is used around the country to give everyone the ability to travel safely, seamlessly, and stress-free around their city or town.

Still with us? Sound interesting? Let's talk!

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. Duties, responsibilities, and requirements may change over time and according to business need.
Worker Type:

Employee