Technical Operations Analyst

This is an opportunity in the exciting and fast-growing transportation technology industry. Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network, and you’ll be one of the pioneers shaping this transformation.

As a Technical Operations Analyst on our Customer Success & Operations team, you will play a pivotal role in supporting both clients and internal stakeholders. You'll be responsible for managing customer requests, troubleshooting technical issues, and ensuring that service delivery meets or exceeds our Key Performance Indicators (KPIs). This role is central to driving customer satisfaction and success, and is part of a high-impact team that serves as a critical link between our clients and the broader organization.

Working Hours :

Candidates must be available to work five consecutive 8-hour shifts per week, scheduled between 5 : 00 AM and 11 : 00 PM, with flexibility for shifts any day of the week (Monday through Sunday).

Your day-to-day responsibilities will include :

• Learn and support the RideCo software platform, becoming a go-to resource for troubleshooting and issue resolution.
• Build and maintain customer relationships by providing superior customer service
• Respond to customer questions and concerns quickly and accurately to meet contractual agreements
• Assist in the development and maintenance of documentation for internal training material and the customer-facing knowledge base
• Identify, reproduce, log product defects, and record all customer interactions in our internal ticketing systems
• Work collaboratively to build and maintain productive working relationships between internal teams to ensure customer needs are met and inquiries are resolved
• Contribute to system reliability by participating in the incident response lifecycle and fulfilling on-call responsibilities as scheduled.
• Supporting product configuration, implementation, and data analysis to ensure successful client onboarding and optimal system performance
• Other duties / projects as assigned

Preferred qualifications and experience :

Compensation and Benefits :