Help Systems Specialist

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over 4 years old

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At Lyft, community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

The Help Systems Specialist is responsible for maintaining internal business partner experiences with Customer Experience & Trust, or CET, tools in a help desk service context. This work includes credentialing users, maintaining CRM and VOIP system workflows, and escalating work to Service Design System Architects. The Help Systems Specialist will monitor the CET Tool Jira and respond to internal business partners in a consistent and timely manner with the goal of delightfully resolving for all internal partners. The health and performance of these tools are critical to ensuring the productivity of our employees and third party partners, as well as our ability to respond rapidly to customer needs. 

Responsibilities:

  • Serve as the first point of contact for internal customers seeking assistance with CET systems through our Jira ticketing system
  • General administrative tasks related to various internal and external systems, including monitoring, backup, user provisioning/deprovisioning and user changes
  • Maintain system health through monitoring metrics - making relevant fixes to unexpected system behaviors or maintain workflow requirements to prevent system outages
  • Maintain up-to-date data for each user in credentialing databases and online systems and ensure timely renewal of relevant licenses
  • Manage business feedback loop and collaborate with Service Design team to analyze and prioritize opportunities for system improvements
  • Provide multi-tier support and collaborate with external vendors to resolve system outages

Experience:

  • BA or BS in relevant technology field
  • Background in IT and systems administration in a startup environment
  • Experience solving for customers in a help desk or service environment
  • Familiarity with CRM, LMS, CMS, Telephony, and other support tools
  • Experience using issue tracking and documentation tools like JIRA and Confluence
  • Commitment to quality, accuracy and consistency
  • Commitment to teamwork and proven ability to collaborate across cross-functional teams 
  • Quick thinking self-starter who is comfortable with ambiguity and change
  • Ability to work under pressure and adapt quickly to high pressure situations

Benefits:

  • Great medical, dental, and vision insurance options
  • In addition to 11 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
  • 401(k) plan to help save for your future
  • 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
  • Monthly commuter subsidy to cover your transit to work
  • 20% off all Lyft rides

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.