Support Specialist

As a Support Specialist at Via, your main responsibilities will include being the front-line support for our driver-partners, addressing a diverse range of customer issues, delivering exceptional customer service to riders, and analyzing customer feedback to identify trends and areas for improvement.

To excel as a Support Specialist at Via, candidates should possess excellent communication skills, strong technical computer skills, and previous experience with CRM tools like Salesforce is a plus. A proactive attitude towards problem-solving and a willingness to collaborate with team members are essential.

The Support Specialist position at Via offers shift hours that include early mornings starting at 5:00 AM, mid-mornings at 10:00 AM, and late shifts that begin at 3:00 PM, providing a variety of options to fit different schedules.

The Support Specialist role at Via is an in-person position based in our office in Summit County, Utah, ensuring that team members can collaborate closely and support our driver-partners effectively.

As a Support Specialist at Via, you’ll receive a comprehensive benefits package, including employer-subsidized health, vision, and dental insurance, a generous paid-time-off policy, as well as reimbursement for fuel costs associated with commuting to the office.

In answering this question, it's beneficial to outline your approach to conflict resolution, emphasizing clear communication, active listening, and finding common ground while keeping the team's objectives in mind.

Share a specific situation where your actions significantly improved a customer's experience, detailing the steps you took, how you resolved the issue, and the positive feedback you received.

Discuss your familiarity with tools like CRM systems, Microsoft Office, and project management software, and how you've effectively used them to enhance customer service in your previous roles.

Demonstrate your analytical skills by providing a past example where you noticed a recurring issue and took the initiative to propose or implement a solution that benefited both the customers and the business.

Explain your approach to time management, perhaps mentioning techniques like creating lists, using software tools to track tasks, or how you adapt based on urgent requests while still meeting deadlines.

Elaborate on your strategies for maintaining open communication, like regular team check-ins, sharing updates in a collaborative tool, or how you encourage feedback within your team.

Share personal motivations, such as a passion for customer service, eagerness to solve problems, and the satisfaction of helping others, making sure to connect them to the values at Via.

Focus on your approach to conflict resolution and customer empathy, emphasizing listening closely, remaining calm, and working collaboratively to resolve their concerns.

Highlight your understanding of Via's commitment to transforming public transportation, reducing environmental impact, and promoting a culture of inclusivity and collaboration, and how this aligns with your personal values.

Craft a response that reflects your interest in the transportation sector, your admiration for Via's mission, and your excitement about making a positive impact in the lives of customers and driver-partners.