First Student
From First Student's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
Language Requirement This role requires English proficiency.
Major 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 tablets 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
Understand voice of customer, recognizing when feedback requires escalation to tier II support
Support internal and external customer tools including but not limited to customer-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
Provide impromptu and scheduled training via phone, Teams video calls, or training documentation when needed.
Availability to work all hours of operation for help desk: Monday- Friday 5AM-8PM ET
Other responsibilities as required or requested
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
Transportation or logistics experience preferred
Public Speaking via Video Chat
Compensation ranges from $45,000 - $55,000 depending on experience.
Language Requirement
This role requires English proficiency. Federal, state, and local requirements, including U.S. Department of Transportation (DOT) regulations, require training, safety communications, company policies, employment documents, and other job-related communications be conducted in English.
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.
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.
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