Analyst Customer Support I

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.

About the Position
The Customer Support Analyst I provide support to all internal and external customer tools through rigorous analysis of various application issues, responding to customers concisely and following issues through to resolution. The CSA I evaluate user needs, defines technical problems, and works with various internal and external teams to determine solutions to application issues. Will work under direct supervision.

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 smartphone 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
• All other duties as assigned.

Qualifications:

• 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
• App Development preferred
• Transportation or logistics experience preferred
• Basic knowledge in Microsoft Office Products

First for a Reason
Benefits
We offer competitive compensation and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation.

Professional Advancement
Start here. Go far. We believe in promoting from within which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 3 to 5 month Manager-In-Development program prepares future leaders at First Student.

Extensive Training
Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency.

Diversity & Inclusion
Because we’re stronger together, we aspire to have a culture where all people are First. We’re committed to providing an inclusive and diverse working environment for everyone every day.

Community Service & Impact
Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First in your community, you’ll have a positive impact on others.
Apply today and get your career on the road with First Student!

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.