Dallas - Alto Support Agent
Dallas - Alto Support Agent
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Job Description
Alto Support Agent
Position Overview
The Alto Support Agent serves as a point of contact for both customers and drivers providing realtime assistance and technical support via phone chat and email. This role plays a critical part in ensuring smooth operations by minimizing service disruptions resolving inquiries efficiently and collaborating with internal teams to enhance the customer and driver experience.
What youll do:
Customer and Driver Support: Address and resolve nonbilling customer and driver inquiries while providing realtime technical support to drivers throughout their shifts troubleshooting issues to ensure seamless operations.
Attendance Tracking: Document callouts from drivers ensuring accurate reporting and adherence to shift protocols.
Communication: Provide proactive outreach to drivers to communicate critical updates such as system outages traffic issues or policy changes.
Protect: Personally Identifiable Information (PII) per Alto policies.
Use CRM tools: Maintain accurate records of customer interactions via Hubspot.
Operational Efficiency: Minimize breakage and disruptions to ensure smooth operations.
Work crossfunctionally: Collaborate with teams to escalate and resolve issues efficiently.
Track Trends: Identify trends in customer and driver inquiries and escalate recurring issues.
Collaboration: Assist in developing and refining support resources (e.g. FAQs internal documentation macros).
Leadership Insights: Provide feedback on tools workflows and operational challenges.
KPI Adherence: Contribute to key performance metrics and support market objectives.
Team player: Actively participate in required team meetings.
Cultural Integrity: Foster a positive team environment by supporting colleagues and promoting collaboration.
What youll own:
EndofShift (EOS) Management: Accurately log EOS times in Admin following market guidelines to 1042 drivers and reduce OT
Trip Management: Monitor ETA slips and rematch committed NVAs monitor TPH metrics in Uber markets and direct drivers to hotspots boosting EPH.
Meal Compliance: Send reminders to drivers on shift to take meal breaks using Admin to verify drivers take meal breaks before the 5th hour while ensuring drivers complete the meal break form in the app at EOS.
Breakage and Hours Variance:Monitor and address unproductive driver time (e.g. refueling bio breaks) to minimize also reduce hours variance ensuring drivers are in both apps during their entire shift while not on paid break.
Driver Support: Provide ontheroad assistance including guidance during accidents or incidents. Troubleshoot driver app issues and technical challenges. Offer general support and enforce driver policy compliance.
Customer Support: Handle nonbillingrelated inquiries professionally and efficiently. Address lost item reports and assist in resolution. Identify investigate and escalate potential fraud cases as needed.
Reporting and Documenting: Accurately document any issues experienced during shift. Escalation of system issues to Engineering with detailed documentation
What you bring to the table:
Strong communication and interpersonal skills.
Ability to multitask effectively in a fastpaced environment.
Experience with CRM systems (preferred but not required).
Commitment to professionalism and high standards of conduct.
Solutionoriented mindset with strong problemsolving and criticalthinking abilities.
Technical proficiency and ability to learn new systems quickly.
Adaptability to evolving workplace technologies and processes.
Strong attention to detail for accuracy in customer and driver interactions.
Empathy and active listening skills to address concerns effectively.
Time management skills to prioritize tasks and meet response time goals.
Ability to work independently and as part of a team.
ADA Statement:
The above statements describe what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.
EEO Statement:
Alto is committed to equal opportunity and is firmly committed to preventing discrimination and harassment including sexual misconduct based on legally protected diversity characteristics (such as race color religion national origin sex age disability sexual orientation gender identity or expression family status citizenship genetic information and veteran status) in its application and hiring processes and in its employment decisions.
Alto is an equal opportunity affirmative action employer and administers all personnel practices without regard to race color religion sex age national origin disability sexual orientation gender identity or expression marital status veteran status genetics or any other category protected under applicable law.
Required Experience:
Unclear Seniority
Employment Type
Hourly
