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
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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
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.