Incident Resolution Specialist I
Há 1 mês
About the Role
We're seeking a highly skilled Incident Resolution Specialist I to join our team at Uber.
This critical role requires an individual who can work efficiently and effectively through high-volume, sensitive incident cases to drive top results in customer service, accuracy, and timely case resolution.
As an Incident Resolution Specialist I, you will work closely with internal customers - Communications, Trust & Safety, Insurance, and Legal - to coordinate and facilitate case resolution according to support logic for high-severity incidents while balancing external customer service, communications, expectations, and demands.
Key Responsibilities:
- Respond to live queues of sensitive incident inbound cases, mainly L1/L2, and part of L3/L4 urgent contacts.
- Report and document issues with reporting parties using various platforms.
- Master multiple knowledge base and contact management systems.
- Review incoming urgent and critical incidents under direct supervision, acting as a first responder in reported incidents.
- Respond to driver-partners, riders, eaters, couriers, claimants, third parties, and stakeholders related to incidents/accidents that occur in connection with the platform.
- Appropriately support reporting parties, ask thorough questions to understand details of the incident, establish an empathetic relationship, and ensure thorough documentation of the conversation.
- Categorize incidents/accidents with appropriate contact types for the Special Investigations Unit to further investigate.
What We're Looking For:
Fluent German language skills and good knowledge of English (written and spoken).
Customer support experience.
Availability to work in rotating shifts from Monday to Sunday (essential).
Strong EQ, emotional regulation, strong written and verbal communication, problem-solving, critical thinking.
Strong sense of responsibility, demonstrating reliability, integrity, and a commitment to maintaining high standards of professionalism in all aspects of work.
Preferred Qualifications:
- Safety experience.
- Executional excellence.
- Crisis center, law enforcement, or social work experience.
$55,000 - $65,000 per year, depending on location and experience.
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