Customer Support Analyst

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

Job summary

First Student in Cincinnati, OH seeks a Customer Support Specialist to address issues with company applications on tablets and computers. You will interact with customers via phone, email, and in-app feedback channels, helping to resolve problems and capture feedback for product improvement.

The role requires a BS/BA or equivalent, 0–2 years of experience, strong written and verbal communication, and basic MS Office knowledge.

Qualifications

• Degree or equivalent experience required.
• 0–2 years of experience preferred.
• Strong written and verbal communication skills.
• Excellent customer service skills.
• Transportation or logistics experience preferred.
• Basic knowledge of Microsoft Office products.
• Public speaking via video chat.

Responsibilities

• Respond to and resolve customer issues related to company applications for tablets and computers.
• Serve as customer liaison for suggestions and new offerings (dashboards, apps, bus tracking, etc.).
• Maintain records of application performance and shortcomings for senior staff.

Skills

Customer service

Verbal communication

Written communication

Public speaking

Problem solving

Education

BS/BA degree or equivalent experience

Tools

Microsoft Office

Job description

Major Responsibilities

• Utilize a variety of internal and external software solutions and problem-solving techniques to respond to and resolve customer issues related to company applications designed for tablets and computer use
• Serve as customer liaison for all suggestions and ideas of new offerings, including but not limited to customer-facing dashboards, apps, bus tracking, student tracking, school administrator tools, communication portals, etc.
• Maintain records of application performance and shortcomings for senior level staff to review and analyze
• Identify and escalation usage and technology gaps for resolution and advancement of our offerings
• Engage with tier II support and other internal teams on issues or concerns regarding 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 internal escalations contain fully researched and documented information regarding issue cause and suggested resolution
• Understand voice of customer, recognizing when feedback requires escalation to tier II support
• Support internal and external customer tools including but not limited to customer-facing apps, dashboards, etc., via phone, email, and in-app feedback channels
• Utilize Incident Management System to meet designated response and resolution deadlines, applying appropriate tracking analysis codes used for KPIs
• Provide impromptu and scheduled training via phone, Teams video calls, or training documentation when needed
• Availability to work all hours of operation for help desk: Monday- Friday 5AM-8PM ET
• Other responsibilities as required or requested

Minimum Experience or Skills Required

• 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

Compensation ranges from $45,000 - $55,000 depending on experience.

Language Requirement

This role requires English proficiency. Federal, state, and local requirements, including U.S. Department of Transportation (DOT) regulations, require training, safety communications, company policies, employment documents, and other job-related communications be conducted in English.

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training and technology the transportation industry has to offer. In the state of Washington, all technician and driving positions, including but not limited to van drivers and any other position requiring employees to drive a company-owned vehicle, are considered safety-sensitive and are therefore subject to drug and alcohol testing, including cannabis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

First is also committed to providing a drug-free workplace.

First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law.

Philadelphia’s Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request https://www.phila.gov/media/20210423160847/Fair-Chance-Hiring-law-poster.pdf.

MISSION

Provide unmatched care and the safest ride to school, so when students arrive, they start and end their day with an exceptional experience and are ready to achieve their full potential.

FOCUS ON SAFETY

Safety is at the heart of everything we do

CARE FOR OUR STUDENTS

Ensure our vehicles are welcoming and trusted places where students feel comfortable and secure

SURPASS CUSTOMER EXPECTATIONS

Go the extra mile to deliver an extraordinary experience for our customers and communities

FOSTER TEAMWORK

Work together, act with integrity, respect each other, champion diversity and inclusion

SET THE HIGHEST STANDARDS

Continually seek a better way to do things with innovation, sustainable practices, financial discipline, commercial excellence, and operational excellence