What are the responsibilities and job description for the Earner Video Support position at Uber?
About the Role
The Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers, and Uber's Centers of Excellence (COEs) are contact management centers dedicated to making that happen 24/7. At our COEs, we hire Community Support Representatives, Managers, and many other important roles to support business needs and continued growth. Employees in the customer operations teams are responding to tickets submitted virtually by customers and offering in-person and virtual customer support.
Please note that this position is an hourly role with a set wage. Uber does not provide visa sponsorship and/or relocation support for this role.
Uber is committed to a safe workplace. We have implemented Covid-19 safety protocols which meet or exceed local public health guidance. Worker safety remains our number one priority. As a result, Uber mandates COVID-19 vaccinations for all US-based employees who need or want to access any of our US facilities.
What You’ll Do
- Demonstrate empathy while solving customer concerns
- Deliver high quality customer support and customer satisfaction while solving complex inbound or outbound customer issues which may not have a well documented procedure, and where relevant to the line of business, video support
- Work on both video based and phone based cases, if relevant, and resolve escalations
- May perform root cause analysis and present findings
- Highlight common ticket types / issues to Team Lead
Basic Qualifications:
- At least 1 year of experience in retail, hospitality, or customer service in-person or contact center environment
- Comfortable operating in multiple modalities
Preferred Qualifications:
- Ability to multitask, prioritize, and handle time effectively
- Excellent written and verbal communication skills
- Excellent interpersonal skills, integrity, and follow-through on tasks
- Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve support practices
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