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Job Description

A Hiring Manager in Cincinnati, OH is looking for 2 Customer Support Analysts to join their team for a short term long project (10-12 weeks with possible extensions). The customer is in the transportation industry and currently has an application to track school buses for parents/children/school officials. This individual will be there via phone and chat support and will be the main streamline to get any technical issue resolved. The role will be VERY phone heavy. The work environment is fast paced, and the ideal candidate must be able to think of their feet, have critical thinking, and be a fast problem solver.

Some responsibilities include:

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

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

Support internal and external customer tools including but not limited to customer and parent 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

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

Previous experience with customer service role heavy over the phone support, call center is acceptable

Strong written and verbal communication skills via chat, phone, and email

Strong Customer Service Skills

Basic knowledge in Microsoft Office Products

BS/BA degree or equivalent experience Problem Solver (need reference on this specifically)

Data/system analysis experience

Transportation or logistics experience null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].