Customer Support Analyst

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 escalate 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.