About the Role:
Remote Assistance Advisors at Cruise provide vehicular assistance and exemplary customer support before, during and/or after driverless trips. This group is responsible for providing feedback to Research and Development (R&D) groups at Cruise. People who thrive in this role will be flexible, adaptable, dynamic, and collaborative. Candidates should have strong attention to detail along with the ability to adapt on the fly to evolving situations. Professionalism and sound judgment are required at all times, as well as the ability to work in a team setting. Remote Assistance Advisors are expected to understand and respect confidentiality as they may work on projects that involve confidential Cruise information.
What you’ll be doing:
- Support vehicle passengers with any and all issues that might occur before, after and/or during their ride
- Troubleshoot technical issues faced by autonomous vehicles and human passengers
- Aid Cruise’s fleet of driverless vehicles in navigating their surroundings
- Write up details of scenarios requiring additional support by Cruise’s Engineering team
- Quickly exercise a high degree of good judgment and independence
- Think on your feet and be able to handle situations that may be new to you
- Maintain a helpful and calm composure in simple or difficult situations, while always providing first-rate customer support
- Recognize patterns and properly categorize support issues
- Support product testing for various engineering groups
What you must have:
- One year minimum of direct work experience in a customer-facing role via written and verbal modes of communication
- Ability to focus on monitoring a vehicle via software tooling
- Successfully complete a background check, drug screen, and DMV Motor Vehicle Record check. MVR screen includes being licensed to drive a motor vehicle in the U.S. for the three years immediately preceding your application, currently holding an active, valid driver’s license, and having no more than one point on driving record.
- Strong oral/written communication and interpersonal skills
- Dedication to work through dynamic situations and the ability to keep calm and perform well under pressure
- High attention to detail and strong execution skills
- Comfortable and experienced with software technology, including Google Suite, Confluence, and CRM tools
- Ability to work on-site at a Cruise assigned office
- Enthusiasm for driverless cars
- Ability to sit or stand in a dimly lit control center for up to eight hours per shift
- Ability to use keyboard, mouse and screen for up to eight hours per shift
- General Vision: Requires the ability to perceive the nature of objects by the eye
- Near Vision Acuity: Clarity of vision and ability to recognize features at 20 inches or less with or without corrective glasses/contact lenses.
- Field of Vision: Ability to observe an area up or down, left or right while eyes are fixed on a given point
- Depth Perception: Three-dimensional vision. Ability to judge distance and space relationships so as to see objects where and as they actually are.
- Visual Accommodation: Ability to adjust focus
- Color Vision: Ability to identify colors, including distinguishing red and green.
- Speaking: Ability to give detailed spoken instructions to other workers accurately, loudly or quickly
- Hearing: Ability to hear, understand and distinguish speech and other sounds (such as alarms and sirens) through in-person speech, earphones/headphones, and telephone
- Able to view flashing lights on a screen without risk of seizure
- Ability to keep calm and perform well under pressure
The above physical demands describe the general nature of work being performed of the role, and are not intended to be an exhaustive list.