Dallas - Alto Support Agent

Alto Support Agent

Position Overview

The Alto Support Agent serves as a point of contact for both customers and drivers, providing real-time 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 you’ll do:

• Customer and Driver Support: Address and resolve non-billing customer and driver inquiries while providing real-time technical support to drivers throughout their shifts, troubleshooting issues to ensure seamless operations.

• Attendance Tracking: Document call-outs 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 cross-functionally: 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 you’ll own: 

• End-of-Shift (EOS) Management: Accurately log EOS times in Admin, following market guidelines to 10-42 drivers and reduce OT

• Trip Management: Monitor ETA slips and rematch committed NVA’s, 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 breakage.You'll also reduce hours variance ensuring drivers are in both apps during their entire shift while not on paid break. 

• Driver Support: Provide on-the-road 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 non-billing-related 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 fast-paced environment.

• Experience with CRM systems (preferred but not required).

• Commitment to professionalism and high standards of conduct.

• Solution-oriented mindset with strong problem-solving and critical-thinking 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.