Uber Senior Customer Support Specialist - Saugus 

United States, West Virginia 

787107870

What the Candidate Will Do

• Respond to high volume, live queue of sensitive incident inbound cases and/or outbound queues
• Report & document issues with reporting parties using various platforms
• Master multiple knowledge bases and contact management systems
• Triage Focus: Attend the most critical and urgent IRT incidents, 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, 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

Basic Requirements

• English proficiency (B2+)
• At least 6 months of customer support experience handling sensitive issues
• Ability to work under pressure, problem solving and critical thinking skills
• Good communication and attention to detail
• Professionalism and emotional regulation to deal with urgent issues
• Schedule Flexibility. This is a 24/7 Operation

Preferred Qualifications

• Enhanced communication skills with Stakeholders and Senior leaderhsip
• Customer Centricity
• Executional Excellence
• Problem Solving
• Stakeholder Management
• Team work
• Criminology or previous experience in investigations team handling urgent cases is a plus

* 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 .