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Customer Support Analyst (29563)



First Student is a leader in transportation of children K-12.  As the largest provider of student transportation in North America, First Student is more than twice the size of the next largest competitor.  Industry-leading safety programs, strong customer relationships and service record are the key differentiators.

At First Student, the Customer Support Analyst will be responsible for level 1 support of all locations that have been converted to DriverHub driver tablet solution.  The support includes all back-office systems and the driver tablet used by 450 locations and 44,000 drivers when the implementation project completes.    

The support analyst will take support calls and response to email requests for support.  For phone calls, the support analyst will log any request and follow scripts to resolve issues while the location is on the phone.  If the issue cannot be resolved, the support analyst will escalate as appropriate then follow up with the support teams and respond back to the requestor with the final solution. 

The support analyst will make recommendations to update support scripts, Q&As, and training documentation as appropriate. 

Customer Support Analyst Responsibilities:

  • Be willing to support swing shifts starting at 5:00AM EST
  • Answer support calls and follow scripts to resolve the issue while the end-user is on the phone   
  • Monitor the support email box, log requests and respond to answer the question or escalate as appropriate. Own the issue until closed   
  • Fully document any request and the resolution. Make recommendations for changes to support scripts as appropriate

 

Customer Support Analyst Experience and Skills Required:

  • Bachelor’s degree in business discipline or transportation preferred.
  • 1+ year of help desk experience  
  • Must have excellent communication skills, leadership, training development, training presentation, organizational and interpersonal skills and technical skills
  • Proficient with Microsoft Excel

 

First Student’s commitment to putting our customers first, dedication to safety, and an ambition to deliver dependable transportation makes for a working environment you’ll love. As a huge company with 120,000 staff and over 2.5 billion customers worldwide, you’ll also enjoy security, a brilliant future, and excellent training.

Apply today to join our team!

FirstGroup is an equal opportunity employer. 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


 
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Location
26030 - Operational Excellence
600 Vine Street, Suite 1400, Cincinnati, Ohio, United States, 45202
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  • Company:
    First Student
  • Terms and Conditions Type:
    Full Time
  • City:
    Cincinnati
  • State:
    Ohio
  • Category:
    Corporate
  • Contact Telephone Number:
    .
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