Agent Rider Support (Information Technology)
Agents - Rider support
Part of the Rider Support team at the front lines of managing customer expectations, calming nerves, and providing general support for our users as they join us on this path towards safer and more comfortable transport.
Responsible for responding to customer contacts across phone, email and chat channels, providing troubleshooting advice, and ensuring our customers have a great experience with this new technology
Experience and skill
0 to 2 years of customer service for a ride sharing service / car company
Basic technical troubleshooting knowledge with familiarity using client internal tools
Experience/ Knowledge of answering incoming ride related phone calls
Ability to coordinate and work with emergency response teams for emergency based assistance
Advise customers/riders of troubleshooting steps regarding ride bookings & payment assistance
Nice to have experience in Autonomous vehicle in a Customer service environment
Role & Responsibilities
Provide guidance and support to our riders via phone, chat, and email
Compose thoughtful, concise messages that align with Waymo's voice across all channels
Monitor rider interactions through visual and audio prompts in our internal tools
Escalate issues that arise while troubleshooting to Team Leads
Monitor user interactions and prioritize inquiries through our internal CRM system
Maintain up to date knowledge of Waymo's self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner
Work in time-sensitive situations under pressure in a user-focused environment
Meet internal metrics such as quality, performance SLAs and shift adherence
Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
Technical SkillsSNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Customer Service PL1 Required
Domain SkillsSNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Online/Digital Marketing NA Required
* Proficiency LegendsProficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.