Customer Support Analyst

First Student•Cincinnati, OH

About The Position

The Customer Support Analyst uses internal and external software and problem-solving techniques to address customer issues involving company applications for tablets and computers. The role serves as a liaison for customer suggestions and feedback about potential offerings, such as dashboards, apps, bus and student tracking, school administrator tools, and communication portals. It records application performance and shortcomings for senior staff and identifies and escalates gaps in technology and usage. The analyst supports customer tools through phone, email, and in-app feedback channels; works with Tier II support and other internal teams on data quality, user experience, and functionality concerns; and researches and documents issues and suggested resolutions before internal escalation. The role also provides scheduled or impromptu training by phone, Teams video calls, or documentation. Availability is required during help desk operating hours, Monday through Friday, 5 AM–8 PM ET. Other responsibilities may be assigned or requested. The role requires English proficiency for training, safety communications, company policies, employment documents, and other job-related communications. Compensation ranges from $45,000 to $55,000, depending on experience.

Requirements

BS/BA degree or equivalent experience.
0–2 years of experience.
Strong written and verbal communication skills via phone and email.
Strong customer service skills.
Basic knowledge of Microsoft Office products.
Public speaking via video chat.
English proficiency.

Nice To Haves

Previous customer support experience preferred.
Transportation or logistics experience preferred.

Responsibilities

Use internal and external software solutions and problem-solving techniques to respond to and resolve customer issues with company tablet and computer applications.
Serve as the customer liaison for suggestions and ideas about new offerings, including dashboards, apps, bus and student tracking, school administrator tools, and communication portals.
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 company offerings.
Engage with Tier II support and internal teams on data quality, user experience, and application functionality issues.
Work with Tier II support to learn more complex troubleshooting tactics, respond to tickets, and ensure escalations include researched and documented issue causes and suggested resolutions.
Recognize customer feedback that requires escalation to Tier II support.
Support internal and external customer tools, including customer-facing apps and dashboards, through phone, email, and in-app feedback channels.
Use the Incident Management System to meet response and resolution deadlines and apply tracking analysis codes used for KPIs.
Provide impromptu and scheduled training by phone, Teams video calls, or training documentation when needed.
Be available during help desk operating hours, Monday through Friday, 5 AM–8 PM ET.
Perform other responsibilities as required or requested.