Via - Support Specialist
About Via:
Via builds technology solutions that modernize public transportation systems, providing AI-powered software and operations to transit authorities and transportation providers globally.
Role Overview:
Provide front-line support for driver-partners and riders in an intermodal transit service operation. Handle customer issues while gathering feedback to improve service delivery and customer experience.
Location:
In-person position in Summit County, Utah (near Park City) with rotating shifts: 5:00AM-3:00PM, 10:00AM-8:00PM, and 3:00PM-1:00AM.
Key Responsibilities:
- Serve as primary support contact for driver-partners and resolve operational issues
- Handle diverse customer service inquiries in fast-paced environment
- Develop expertise on Via services and communicate capabilities to users
- Identify service trends and pain points to recommend process improvements
- Channel customer feedback to technology, product, marketing, and design teams
- Deliver consistent customer service to ensure positive rider experiences
Qualifications:
- Strong written and verbal communication skills with excellent reading comprehension
- Proficiency in Microsoft Office and Google Suite applications
- Experience with CRM tools such as Salesforce preferred
- Problem-solving initiative with ability to work independently
- Customer service experience with empathetic approach to user needs
- Ability to work rotating shifts including early morning and late evening hours
- English fluency required, Spanish language skills preferred
Compensation & Benefits:
$23.00/hour starting wage
Health, vision, and dental insurance; 401K matching; paid time off; fuel cost reimbursement for office commute; winter tire reimbursement