Supervisor Command Center

Verra Mobility•Mesa, AZ

17h•Remote

About The Position

Provides remote support and incident management for 4 of the VCC pillars using device troubleshooting, photographic evaluation, and performance optimization. This position will require strong attention to detail, a high level of quality, strong problem-solving skills, dependability and demonstrated priority and time management skills. This position is part of our Field Service Organization.

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
Successful completion of the Nlets fingerprinting background assessment

Nice To Haves

Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

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