Dallas - Alto Support Agent

Compensation $19.00/hour

Position Overview

The Alto Support Agent serves as a point of contact for both customers and drivers, providing real‑time assistance and technical support via phone, chat, and email. This role plays a critical part in ensuring smooth operations by minimizing service disruptions, resolving inquiries efficiently, and collaborating with internal teams to enhance the customer and driver experience.

• Customer and Driver Support: Address and resolve non‑billing customer and driver inquiries while providing real‑time technical support to drivers throughout their shifts, troubleshooting issues to ensure seamless operations.
• Attendance Tracking: Document call‑outs from drivers, ensuring accurate reporting and adherence to shift protocols.
• Communication: Provide proactive outreach to drivers to communicate critical updates, such as system outages, traffic issues, or policy changes.
• Protect PII: Personally Identifiable Information (PII) per Alto policies.
• Use CRM Tools: Maintain accurate records of customer interactions via Hub Spot.
• Operational Efficiency: Minimize breakage and disruptions to ensure smooth operations.
• Work Cross‑Functionally: Collaborate with teams to expedite issue resolution.
• Track Trends: Identify trends in customer and driver inquiries and address recurring issues.
• Collaboration: Assist in developing and refining support resources (e.g., FAQs, internal documentation, macros).
• Leadership Insights: Provide feedback on tools, workflows, and operational challenges.
• QPI Adherence: Contribute to key performance metrics and support market objectives.
• Team Player: Actively participate in required team meetings.
• Cultural Integrity: Foster a positive team environment by supporting colleagues and promoting collaboration.
• End‑of‑Shift (EOS) Management: Accurately log EOS times in Admin, following market guidelines.
• Trip Management: Monitor ETA slips, rematch NVA, and direct drivers to hotspots.
• Meal Compliance: Send reminders to drivers on shift to take meal breaks.
• Breakage & Hours Variance: Monitor & address unproductive driver time; reduce hours variance.
• Driver Support: Provide on‑road assistance, troubleshoot app issues, enforce policy compliance.
• Customer Support: Handle non‑billing inquiries, address lost item reports, investigate potential fraud.
• Reporting & Documenting: Document shift issues and escaly to Engineering with detailed documentation.

• Strong communication and interpersonal skills.
• Ability to multitask effectively in a fast‑paced environment.
• Experience with CRM systems (preferred but not required).
• Commitment to professionalism and high standards of conduct.
• Solution‑oriented mindset with strong problem‑solving and critical‑thinking abilities.
• Technical proficiency and ability to learn new systems quickly.
• Adaptability to evolving workplace technologies and processes.
• Strong attention to detail for accuracy in customer and driver interactions.
• Empathy and active listening skills to address concerns effectively.
• Time management skills to prioritize tasks and meet response time goals.
• Ability to work independently and as part of a team.

The above statements describe what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.

Alto is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics in its application and hiring processes and in its employment decisions. Alto is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics, or any other category protected under applicable law.