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 :

What you bring to the table :

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.