Remote Assistance Specialist

Job Summary

As a Remote Assistance Specialist (RAS) you will work independently and alongside your teammates to ensure a safe and positive experience for our riders, Autonomous Vehicle Operators (AVOs), customers, (FCCOs) and Remote Assistance Agents (RAA) by coordinating daily logistics as well as supporting our Autonomous Vehicles during operations. You will report directly to the Senior Manager of Remote Assistance and will be vital in ensuring May Mobility exceeds expectations for customer satisfaction.

Essential Responsibilities

• Monitor and support autonomous vehicles in real time during operations
• Ensure that operations during each shift follow rigorous safety guidelines
• Address technical problems and coordinate with engineering teams for timely resolutions
• Train and help develop RAAs and FCCOs by conducting team huddles and coaching through video review or simulations
• Maintain accurate records of remote assistance and performance
• Correctly escalate accident reports, incident escalations, and customer complaints
• Interact with May Mobility guests as an ambassador
• Test Changes with the Remote Assistance tools with focus on safety and communicate clear feedback
• May travel to other sites for coverage and support as needed

Skills and Abilities

• Strong technical aptitude and ability to learn new software and processes
• Data collection and organization
• Ability to communicate effectively
• To coach and lead by example
• Strong written and verbal communication skills across multiple platforms; strict attention to detail in every situation
• High comfort level with making judgment calls in ambiguous situations
• Understanding of best practices when it comes to top-notch customer service
• To work effectively with team members at all levels of the organization
• Proficiency with a laptop and Google suite applications (Gmail, sheets, docs, etc.)

Qualifications and Experience

• Eager to take on a first-time people management role and grow as a confident, inspiring leader
• Experience taking leadership of processes and driving continuous improvement in a fast-adapting and customer-focused environment
• Previous experience working at a technology focused company
• Experience working in Google Suite Application (Gmail, sheets, docs, etc.)
• Valid U.S. Driver's License

Physical Requirements

• Standard site working conditions which includes but is not limited to:
• Must be able to remain in a stationary position 50% or more of the time
• Must be able to move and / or change positions often when needed
• Prolonged computer use
• Flexibility to work weekends and adjust schedule to align with site operating hours and project needs, including early mornings, evenings, and holidays as required.
• Ability to lift up to 50 lbs
• Ability to stand for prolonged periods of time and climb ladders (infrequent)
• Ability to work outdoors in varying temperatures and weather conditions

Expected Travel

0%-10%

Benefits and Perks

• Comprehensive healthcare suite including medical, dental, vision, life, and disability plans.
• Domestic partners who have been residing together at least one year are also eligible to participate.
• Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available.
• Rich retirement benefits, including an immediately vested employer safe harbor match.
• Total Wellness Program providing numerous resources for overall wellbeing