Job Description

..About the Role.. The PA&V team in Hyderabad COE is responsible for creating a standardised Global S4 (Self Support Self Service) and CAR (Contact Auto Resolution) nodes. These nodes empower app users to resolve their issues without having to inter

..About the Role.. The PA&V team in Hyderabad COE is responsible for creating a standardised Global S4 (Self Support Self Service) and CAR (Contact Auto Resolution) nodes. These nodes empower app users to resolve their issues without having to interact with an agent. ..What the Candidate Will Need / Bonus Points.. ---- What the Candidate Will Do ---- Review the Master Calendar to understand which CTG (Contact Type Group) is to be converted into an S4 flow. Read through the KB (Knowledge Base / Salesforce CommOps KB) pages (Global - all regions) of the prioritised CTG (Contact Type Group) and understand the regular email support logics / reach out to global content POCs to receive the KB Pages & understand the CTs (Contact Types) Document Process Steps in a tabular format to compare the logics of multiple regions for the prioritised CTG (Contact Type Group). Understand actual agent behaviour while resolving these support tickets on Celonis tool Create future state, global S4 flow (Self Support Self Service) on Lucid charts using KB Table, KB page (Knowledge Base / Salesforce CommOps KB) and Celonis check. Iterate on feedback and win approval for the flow from the relevant stakeholders. and win approval for the flow from the relevant stake ---- Basic Qualifications ---- 1 Minimum Year of Experience with Trips/Eats Support Policies Strong Communication Skills Basic Sheets knowledge is a must Logical Reasoning and Critical thinking ---- What the Candidate Will Need ---- Strongly preferred: Stakeholder Project experience Process Standardisation experience Added Bonus: Proficiency in Flowchart/Lucid Chart creation Experience with Celonis tool At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere. We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together. Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role. Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, and depending on the workplace location, Uber either requires. or recommends employees be vaccinated to access any of our facilities this is subject to change solely at the Company's discretion. . Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [[HIDDEN TEXT]](mailto:[HIDDEN TEXT]).