Customer Support Technical Specialist

As the Customer Support Technical Specialist, you are the primary point of contact when Ridecell's customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell's integrated platform and tools. You will collaborate with other Support, Engineering, Product, and Customer Success team members. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. Key deliverables of this role are the ongoing development and enhancement of documentation and processes for issue investigation and resolution, cross-functional communication, and training. Responsibilities and Duties * Lead the customer initiative from the support process acting as the primary customer liaison/point of contact * Advocate for customer and product needs across teams * Triage, investigate, and resolve issues * Develop product documentation knowledge base including investigative steps for issue resolution and developing executable team processes * Review reported customer issues and prepare documentation including Investigation Summaries, User Guides, Troubleshooting Steps, and FAQs * Conduct internal team training and external customer training * Escalate issues to engineering through an established process * Attend customer meetings and convey learnings and relevant information * Lead cross-team issue investigation meetings * Travel to a customer location, another office location, or an ancillary location to perform your job function may be required. * Work a shift-based on-call schedule that may include nights, weekends, and/or holidays

Ridecell, Inc. is a leading provider of fleet orchestration solutions for fleet and leasing management. The Ridecell 360 fleet industry cloud provides data-driven intelligence and automation solutions to modernize and optimize fleet businesses. Ridecell 360 uncovers blind spots and orchestrates improvements throughout the business and vehicle lifecycle to enable a superior customer experience. Today, Ridecell powers some of the most successful fleet businesses in cities across Europe and North America, including Arval, Merchants Fleet and KINTO by Toyota Sweden. Ridecell is headquartered in San Francisco, California, with offices in Tokyo, Paris, Bordeaux, Berlin, and Pune, India.