How to apply for Support Specialist

About Via Transporation

Via is a transportation technology company on a mission to transform global transport systems into efficient, affordable, and sustainable networks. They build cutting-edge software that powers everything from public transit to microtransit, and they're known for tackling big, ambitious problems. Working here means being part of a fast-paced tech company that's literally changing how people move around the world.

About the role

As a Support Specialist, you'll be the frontline hero for driver-partners and riders on a first-of-its-kind intermodal transit service. You'll handle a wide range of customer issues, spot trends, and channel feedback to teams like product and marketing. This is an in-person role based in Summit County, Utah, with a shift from 3:00 PM to 1:00 AM, so you'll be supporting operations during peak evening and late-night hours.

A typical day

Your day starts at 3:00 PM, diving into a queue of driver-partner and rider inquiries via chat, phone, and email. You'll troubleshoot app issues, resolve billing questions, and document recurring problems to share with product teams. As the evening progresses, you'll handle peak commute hours, then transition to late-night support, ensuring every interaction leaves customers feeling heard and valued.

Who Via Transporation is looking for

• Excellent communicator with strong listening, reading comprehension, and writing skills—you can explain complex things simply and empathetically.
• Thrives in a fast-paced, high-pressure environment and can juggle multiple customer issues at once without dropping the ball.
• Naturally curious and observant: you notice small trends and pain points and proactively suggest improvements.
• Comfortable with technology and eager to become an expert on Via's services to spread the love to drivers and riders.
• Flexible and reliable for a 3:00 PM–1:00 AM shift, and excited to work in-person near Park City, Utah.

Tips for this application

• Highlight any experience you have in customer support, especially in fast-paced or tech-driven environments—Via values frontline problem-solvers.
• Explicitly state that you are available for the 3:00 PM–1:00 AM shift and can work in-person in Summit County, Utah; this is a non-negotiable requirement.
• Show your passion for transportation or technology by mentioning why Via's mission resonates with you—maybe you've used similar services or are excited about sustainable transit.
• Use your resume or cover letter to demonstrate your ability to spot trends and improve processes; give a concrete example of a time you turned customer feedback into a solution.
• If you have experience with driver-partner support or ride-hailing platforms, emphasize it—it's directly relevant to this role.

What to cover in your cover letter

["Your ability to deliver exceptional customer service in a fast-paced, high-volume environment, with specific examples of how you've gone above and beyond.", "Your knack for identifying patterns and pain points, and how you've used that insight to propose improvements that benefited customers and the business.", "Your enthusiasm for Via's mission to transform transportation and why you want to be part of a first-of-its-kind intermodal service.", "Your flexibility and commitment to the unique shift hours and in-person location, showing you've thought through the logistics and are ready to dive in."]

Research before applying

• Learn about Via's technology and the different markets they serve—visit their website, read their blog, and check recent news about their expansions or partnerships.
• Understand what 'intermodal transit' means and how Via's service might integrate different modes of transportation (e.g., buses, bikes, ride-share) in Summit County.
• Research Summit County, Utah (near Park City), to understand the local transportation landscape and any unique challenges or opportunities.
• Look up Via's company values and culture—Glassdoor reviews or LinkedIn posts can give insight into what it's like to work there, especially in support roles.

Likely interview topics

Based on the job description, expect questions about:

• How would you handle a frustrated driver-partner who is having trouble with the app during a busy shift?
• Describe a time you noticed a recurring customer issue and took initiative to solve it—what was the outcome?
• Why are you interested in working for Via specifically, and what do you know about our intermodal transit service?
• How do you prioritize multiple customer inquiries when everything seems urgent?
• Are you comfortable working 3:00 PM–1:00 AM in-person in Summit County, Utah, and what appeals to you about that schedule?

Common mistakes to avoid

• Applying without acknowledging the specific shift hours and in-person requirement—this shows a lack of attention to detail and could disqualify you immediately.
• Giving generic customer service examples that don't demonstrate your ability to handle high-pressure, tech-savvy support scenarios.
• Focusing only on what you want from the job rather than how you'll contribute to Via's mission and support their driver-partners and riders.