Customer Support Analyst

First Student•Cincinnati, OH

3d•$45,000 - $55,000

About The Position

The Customer Support Analyst responds to and resolves customer issues involving company applications for tablets and computers. The role supports internal and external customer tools, including apps and dashboards, through phone, email, and in-app feedback channels. It also serves as a liaison for customer suggestions, tracks application performance and shortcomings, and identifies usage and technology gaps for escalation and improvement. The analyst works with Tier II support and other internal teams on data quality, user experience, app functionality, and complex troubleshooting. The position uses an Incident Management System to track tickets, meet response and resolution deadlines, and apply analysis codes for KPIs. It also provides scheduled or impromptu customer training by phone, Teams video calls, or written documentation. The help desk operates Monday through Friday, 5 AM–8 PM ET, and the role requires availability to work all hours of operation.

Requirements

Bachelor of Science or Bachelor of Arts 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; job-related training, safety communications, company policies, employment documents, and other communications must be conducted in English.

Nice To Haves

Previous customer support experience.
Transportation or logistics experience.

Responsibilities

Use internal and external software solutions and problem-solving techniques to respond to and resolve customer issues related to company applications for tablets and computers.
Serve as the customer liaison for suggestions and ideas for 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 other internal teams regarding data quality, user experience, and app functionality issues or concerns.
Work with Tier II support to learn more complex troubleshooting tactics, respond appropriately to tickets, and ensure internal escalations include researched and documented information about the issue cause and suggested resolution.
Understand the voice of the customer and recognize when feedback should be escalated to Tier II support.
Support internal and external customer tools, including customer-facing apps and dashboards, via 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 call, or training documentation when needed.
Be available to work all help desk operating hours, Monday through Friday, 5 AM–8 PM ET.
Perform other responsibilities as required or requested.