Command Center Supervisor

Summary

Join Verra Mobility as a remote support specialist, providing incident management for four company pillars. You will troubleshoot issues, manage multiple events, collaborate with internal and external teams, and communicate effectively with customers. Strong problem-solving, time management, and attention to detail are crucial. This role involves working independently, managing multiple tasks, and adhering to SLAs. Experience with troubleshooting systems and customer service is required. The position operates within a 7x24x365 environment, including rotating on-call coverage.

Requirements

• High school GED or equivalent
• 2 years of work experience in a role whose primary function covers one of the below areas or an associate degree. Customer service (Internal or Customer facing)
• Basic to intermediate troubleshooting of systems
• Microsoft office proficiency
• General awareness of computer systems, network management or ticketing systems

Responsibilities

• Troubleshoot and provide corrective action via a web-based repair program or direct communication with a field service technician(s)
• Manage and correlate multiple events to a single incident
• Work with multiple internal and external teams to restore service in a timely manner
• Communicate with customers and internal teams throughout an incident/repair
• Provide expert work order management through driving, following up and closure of assigned trouble tickets
• Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s
• Ability to work in a fast-paced operational environment
• Able to recognize issues/defects that will impact implementation and monitoring
• Make recommendations based on customer expectations
• Effectively manage customer expectations (status and clear description of activities)
• Ability to work independently with minimal supervision
• Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities
• Ability to learn in an 'on-the-job' training environment
• Ability to work all shifts in a 7x24x365 environment including rotating on call coverage
• Review of existing Red-Light Camera locations, including still images and video (pre and post process) to ensure the equipment is working properly and captured images are of the highest quality