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Service Team Analyst III – Global Fix Experience – Earner
| Company | Uber |
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| Location | Phoenix, AZ, USA |
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| Salary | $26.75 – $26.75 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Mid Level |
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Requirements
- At least 1 year of experience in a related field
- Prior experience in technical troubleshooting
- Intermediate data analysis and processing skills using spreadsheets with formulas and SQL
- Strong stakeholder management skills
- Strong communication and problem-solving skills
- Schedule flexibility to work early, late, or weekend shifts, as well as holidays
Responsibilities
- Identify and triage the potential bugs and report valid bugs to engineering, and follow through on the invalid reports
- Ensure the right and thorough investigation is conducted for creation of a high quality engineering bug report
- Communicate clearly with other teams throughout the investigation
- Ability to identify trends and insights that are useful and relevant for unique investigations
- Analyze, deep-dive and respond in a timely manner to service issues and requests according to internal documentation and out-of-the box thinking when vital
- Apply system issues notifications received from Product teams to communicate ongoing critical incidents to internal and external partners
- Improve troubleshooting guide for the team so other agents can use resources to reproduce the issues they triage
- Partner and support projects with Tier 4, project/product teams, and partners to improve overall bug identification, investigation, and resolution
Preferred Qualifications
- 1+ years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
- 1+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
- 1+ years of data analytics/science experience with insights, and intermediate SQL and coding experience
- 1+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy proficiency in Uber domain, app, and tools
- Some work experience with systems, data processing, or analysis using spreadsheets
- Some experience in customer related field
- Good communication and problem-solving skills
- Technical skills: Intermediate sheets experience, proficient in Google Suites
- Excellent communication and critical thinking/advance problem solving skills
- Good organizational skills and an ownership mindset and can-do attitude
- Some knowledge of or coding experience
