Uber COE Specialist II 

United States, West Virginia 

454938141

Your Impact in Role:

As an Autonomous Vehicle (AV) Support Agent, you will be on the frontline, ensuring a seamless and positive experience for our customers interacting with cutting-edge AV technology. You'll leverage your empathy and problem-solving skills to navigate complex inquiries across various communication channels.

• Champion Customer Success: Demonstrate exceptional empathy and understanding while resolving customer concerns related to autonomous vehicle functionality, operations, and services. You'll be a trusted resource for new and existing AV users.
• Deliver Multi-Modal, High-Quality Support: Provide superior customer support and satisfaction by expertly handling complex inbound or outbound customer issues across multiple modalities. This includes phone calls, chat, email, and potentially real-time in-vehicle communication systems.
• Navigate and Resolve Complex AV Issues: Efficiently work on both ticket-based cases and phone interactions, resolving escalated issues related to AV performance, trip anomalies, technical glitches, or general inquiries with a focus on quick and accurate resolution.
• Proactive Problem Identification and Analysis; Drive Continuous Improvement: Perform root-cause analysis on recurring AV-related issues, identifying trends and presenting actionable findings to your Team Lead and engineering stakeholders to improve the overall AV experience. Proactively highlight common ticket types and emergent issues related to autonomous vehicle operations to your Team Lead, contributing to knowledge base articles and training materials for future support agents.

Required Hard Skills and Experience:

• Experience in a customer-facing role within retail, hospitality, or a customer service contact center environment. Experience with technical support or high-complexity problem-solving is a strong plus.
• Demonstrated comfort and proven ability to operate effectively and efficiently across multiple communication modalities (e.g., phone, chat, email). Experience with new or emerging communication platforms is highly valued.
• Proven ability to quickly learn and understand complex technical systems, particularly within a rapidly evolving field like autonomous vehicles.
• Strong verbal and written communication skills in English, essential for clear and concise interactions with diverse customers.

Required Soft Skills:

• Detail-Oriented and Timely

• Analytical and Solution-Focused

• Clear Communicator and Collaborator

• Tech-Savvy and Adaptable

Preferred Qualifications

• Effective Communication and Stakeholder Management

• Customer-Centric and Service-Oriented

• Executional Excellence and Operational Efficiency

• Collaborative Planning and Teamwork

* 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 .