Uber Bilingual Customer Service Specialist - Emergency Support 

United States, West Virginia 

625909596

• Respond to high volume, live queue of incident inbound cases and/or outbound queues
• Report & document issues with reporting parties using various platforms
• Master multiple knowledge bases and contact management systems
• Provide high quality virtual customer support through ticket systems (chat and email) and possibly phone
• Ensure high customer satisfaction and demonstrate empathy while solving customer concerns
• Demonstrate excellent interpersonal skills and ability to establish trust
• Triage Focus: Attend the most critical and urgent IRT incidents (L3-L4), taking the first measures according to the process, to pass the case to the team of investigators, so that the investigation is finalized.
• Investigations Focus (Incidents, accidents and citations): Attend to cases of a lower level in IRT (L1 / L2), making detailed investigations, using various support platforms (email, chat, phone) to develop case details, analyze evidence, and take the actions according to the process. Tasks may be split into two functions: Standard Safety Support and Investigations and Deactivations

• Full time availability - IMPORTANT!
• Immediate availability to work in our COE located in La Aurora, CR.
• At least 6 months of customer support experience handling sensitive issues.
• Intermediate English level (B2).
• Exceptional reading comprehension and writing skills. Able to connect what users are asking for with answers to their true issues.
• Passion for helping others and creating support experiences that exceed user’s expectations.
• Full proficiency in Spanish communication is required (written and verbal).
• Bachelor's degree or college experience desired.
• Experience in emergency situations and sensitive scenarios are desirable.
• Ability to troubleshoot problems and find speedy resolutions.
• Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.
• Work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users.

• The shifts that we have available are daytime, night and graveyard, the weekends can be required.

• Familiarity with customer support tools such as Bliss is a plus, but not required.

* Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .