Customer Experience & Support Analyst

First Student, Inc.; Cincinnati (OH); On-site; USD 45,000 - 55,000; Full time

Job summary

First Student, Inc. in Cincinnati, OH seeks a customer support specialist to respond to and resolve issues related to our tablet and computer applications while providing clear guidance by phone, email, or Teams.

You will partner with tier II support, escalate data quality and usability gaps, train users, and help shape new dashboards, apps, and admin tools, while ensuring timely incident response and documentation.

Qualifications

• BS/BA degree or equivalent experience.
• 0-2 years' experience
• Strong written and verbal communication skills via phone and email
• Strong Customer Service Skills
• Previous Customer Support Experience preferred
• Transportation or logistics experience preferred
• Basic knowledge in Microsoft Office Products
• Public Speaking via Video Chat

Responsibilities

• Respond to and resolve customer issues related to company applications for tablets and computer use.
• Serve as customer liaison for new offerings including dashboards, apps, bus tracking, student tracking, school administrator tools, communication portals, etc.
• Maintain records of application performance and shortcomings for senior staff to review and analyze.
• Identify and escalate usage and technology gaps for resolution and advancement of offerings.
• Engage with tier II support and other internal teams on data quality, user experience, and app functionality.
• Work with tier II support to understand troubleshooting tactics of increased complexity, respond to tickets appropriately, and ensure escalations contain fully researched information.
• Understand voice of customer, recognizing when feedback requires escalation to tier II support.
• Support internal and external customer tools including customer-facing apps, dashboards, etc., via phone, email, and in-app channels.
• Utilize Incident Management System to meet designated response and resolution deadlines, applying tracking analysis codes for KPIs.
• Provide impromptu and scheduled training via phone, Teams video calls, or training documentation.
• Availability to work all hours of operation for help desk: Monday- Friday 5AM-8PM ET
• Other responsibilities as required or requested

Skills

Customer service

Communication

Public speaking

MS Office

Education

BS/BA degree

Job description

First Student, Inc. in Cincinnati, OH seeks a customer support specialist to respond to and resolve issues related to our tablet and computer applications while providing clear guidance by phone, email, or Teams.

You will partner with tier II support, escalate data quality and usability gaps, train users, and help shape new dashboards, apps, and admin tools, while ensuring timely incident response and documentation.