Client Support Specialist

Transloc Inc. Indianapolis , IN 46201

Posted 2 weeks ago

Who we are:

Now part of Ford Smart Mobility, a Division of Ford Motor Company TransLoc, Ride Systems and DoubleMap have combined our award-winning solutions to create the most powerful platform of intelligent transportation software solutions in the world.

Providing trusted operational expertise since 2004, we offer integrated mobility solutions to 1,200+ customers in all 50 United States and across the globe.

As a member of the Customer Support team, the Customer Support Specialist will serve as the primary technical support for all of our customers including multi-tier support and triage of customer issues associated to TransLoc software, hardware and systems. Our support approach is customer centric. This mindset would need to be demonstrated throughout the problem solving and customer support process. As a member of the Support team, this role will demonstrate an innate ability to get to the root cause of a customers or teams reported problems. Assist in preparing and providing product documentation, be responsible for driving issues to resolution within SLA/issue management goals. Communicating resolution efforts back to internal stakeholders, team members and the customer. As a Customer Support Specialist, other duties may be assigned including, but not limited to, supporting and/or delivering product training sessions, data mining and publishing, editing and troubleshooting GTFS feeds.

Essential Functions:

  • Be first point of contact for technical support and GTFS inquiries
  • Take ownership to resolve complex issues, working independently, within the team, and cross functionally
  • Develop and deliver support materials, documentation and training for new and existing products
  • Create, update and maintain ownership of cases, upholding SLAs ranging from low to critical priority
  • Maintain 90% or better CSAT score
  • Provide updates, status, and completion information to management
  • Provide rotational phone coverage 24/7/365 when assigned and provide support in rare case of emergency

Requirements

  • Experience working in a fast-paced, multi-tasking Customer Support/Success environment
  • Experience with a help desk software such as Salesforce Service Cloud
  • Excellent communication and documentation skills
  • Exceptional understanding of customer service, technical issue resolution, and support best practices
  • Experience with incident management (e.g., outages) and customer communication
  • Demonstrated ability to work independently and adapt style to rapid organizational and platform change
  • Exceptional attention to detail
  • Bachelor degree in related field and/or 2+ years of equivalent SAAS work experience
  • Basic to intermediate level knowledge of desktop operating systems, Windows/Mac, Excel
  • Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
  • Demonstrate sound interpersonal skills and a commitment to provide accurate information to customers
  • Demonstrate a positive attendance record and a commitment to arrive at work on time and when scheduled
  • Ability to efficiently identify urgent vs. non-urgent support requests
  • Strong understanding of customer service, technical issue resolution, and support best practices
  • Exceptional written, verbal, and presentation skills
  • Willingness to improvise and take ownership of responsibilities "outside of the job description

Benefits

We offer comprehensive Medical, Dental and Vision benefits effective day one of employment. We also offer generous retirement contribution matching as well as other great perks including unlimited time off and discounts on Ford vehicle purchases for employees and family members.

TransLoc and its sister companies, DoubleMap and Ride Systems, are equal opportunity employers. We are committed to EEO for all employees and to providing our people with a harassment and discrimination free environment. All decisions at TransLoc and its sister companies, DoubleMap and Ride Systems, are based on business need, individual qualifications, and job requirements without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Support Specialist

The Bail Project

Posted 2 months ago

VIEW JOBS 12/15/2020 12:00:00 AM 2021-03-15T00:00 This is currently a full time 6-month position with the potential to become full-time. About The Bail Project: The Problem There is no place in the criminal justice system where money more clearly buys justice that bail. People who cant afford bail remain in jail before trial, while those with money buy their liberty. Tying freedom to financial ability upends the presumption of innocence, tears lives apart, and perpetuates racial and economic disparities. It is also a key driver of mass incarceration. Each year, an estimated 2.5 million people sit in jail cells across America because they cannot afford bail. The Response The Bail Project is a national nonprofit that provides free bail assistance and pretrial support to thousands of low-income people every year. We are on a mission to combat mass incarceration and demonstrate that a more humane, equitable, and effective pretrial system is possible. The Model The Bail Project uses a national revolving bail fund to pay bail for individuals who are legally presumed innocent, and whom a judge has deemed eligible for release. We then provide court reminders and work with local partner organizations to connect our clients with voluntary social services and community-based programs. We call this model Community Release with Support, and it has proven highly effective in helping people make their court dates. As our clients cases close, bail comes back into the fund where it is recycled to help additional people. In addition to these direct services, The Bail Project gathers human stories and data from our sites to support grassroots advocacy and inform policy recommendations. The Team We are a community of advocates committed to ending mass incarceration and advancing racial and economic justice. Our organization consists of a central support HUB and a growing network of client advocates or Bail Disruptors who work in their local communities to provide bail assistance and help advance advocacy efforts on the ground. Job Purpose: The Client Support Specialist is responsible for following up with long-term clients to assist them with attending court dates and connecting with supportive services. The position will also engage with community partners to seek improved social service opportunities for TBP clients. Essential Duties: Client Support And Outreach * Triage and respond to incoming client requests for supportive services in real-time and as needed to ensure prompt delivery of services * Respond to incoming requests for court information from clients within 24 hours * Assist clients with coordinating rides to court when requested for clients that roll off of a BD caseload (after 30 days or first court appearance) for the duration of their case * Reach out to non-responsive clients to confirm attendance for upcoming court dates * Connect with clients after handoff from BD to determine whether they have engaged in supportive services and coordinate new referrals to address their current needs * Connect with clients at the resolution of their criminal cases to collect feedback and assist them with any re-entry supports that may be necessary * Contact clients who have missed court to guide them through resolving bench warrants Partner Engagement * Work with Ops Manager and Director of Client Support Services to ensure local community support organizations are identified and contacted to serve pre-trial populations * Update and add new partners regularly to address client need gaps * Conduct routine meetings/contact with service providers to ensure service quality for clients * Collect feedback from clients about their experience with service providers * In collaboration with the Ops Manager ensure adequate documentation of client advocacy records in * In collaboration with the Ops Manager oversee 3rd party contracts that provide client support services Data Entry * Effectively document client advocacy efforts using Salesforce (SF) * Update client court outcomes, future court dates, case outcomes, refund / forfeiture information Additional Duties As Assigned By Ops Manager Position Results Description: * All clients contacting staff about transportation assistance or court appearance coordination receive a response within 24 hours or sooner if needed to ensure appearance * All clients who do not respond to automated text reminders about their court dates receive up to two phone call attempts prior to court date * All clients receive a phone call attempt the week after their case concludes * All client requests sent to Twilio text number are either addressed or passed on to relevant staff within 24 hours of sending * All contacts will be documented as case notes in SF in real time - not to exceed 24 hours upon completion of service delivery * Connect clients to resources as needed and routinely monitor results of support organizations to ensure quality and efficacy of services by implementing feedback surveys to clients via phone calls, emails, text messages Qualifications: * Invested in the local community and demonstrates an interest in racial and social justice and/or criminal legal reform * Relates to and effectively communicates with people from all economic, racial, age, ethnic, and social groups * Applies effective interpersonal, organizational, and problem-solving skills to prospective partners and maintains strong relationships with external stakeholders including jail administrators, judges, elected officials and media * Delivers well designed and clear presentations to external audiences * Takes responsibility for results, is self reflective and seeks out and considers feedback * Demonstrates knowledge of using computers and navigating software programs, with experience in Salesforce, G suite, and Microsoft Excel a plus * Experience with entering client data and has skills in basic data analysis (or a willingness to learn) * Committed to completing daily work in an accurate, timely, and consistent manner * Generates alternative solutions to address client needs and work challenges * Comfortable implementing organizational procedures and making effective and timely decisions Hours This is a full time position working 40 hours per week (actual distribution of hours may vary depending on site/jurisdictional need) How to Apply: Interested applicants should submit a resume and cover letter. In the cover letter, please address the following: * Why do you want to work for The Bail Project? * Please share 2-3 experiences that highlight why you would be a strong candidate for the Client Support Specialist position. No faxes or phone calls please. Applicants will be notified regarding whether or not they have been selected for an interview. Applications without cover letters will not be processed. The Bail Project is proud to be an equal opportunity/affirmative action employer and actively seeks the candidacy of people of color, women, LGBTQIA people, and formerly incarcerated individuals. We are committed to inclusive hiring and dedicated to diversity in our work and staff. The Bail Project Indianapolis IN

Client Support Specialist

Transloc Inc.