Customer Support Analyst
Core
Respond to and resolve customer issues for tablet and computer applications used in transportation and logistics operations, serving as a liaison for new product suggestions and maintaining performance records.
Role type
Customer Support Analyst
Builds
Customer-facing dashboards, apps, bus tracking, student tracking, and school administrator tools
Domain
Transportation and logistics
Required skills
Ticket management, incident tracking, customer liaison, data quality analysis, user experience feedback, troubleshooting escalation, training delivery, written communication, verbal communication
Preferred skills
Transportation or logistics experience, previous customer support experience, public speaking via video chat
Technologies
Incident Management System, Microsoft Office, Teams, phone, email, in-app feedback channels
Responsibilities
Respond to and resolve customer issues via phone, email, and in-app channels; Maintain records of application performance; Identify and escalate usage and technology gaps; Engage with tier II support on data quality and app functionality; Provide training via phone, video calls, or documentation; Meet designated response and resolution deadlines using tracking analysis codes.
Seniority
Junior, 0-2 years experience