Job Information
Insight Global Customer Support Analyst in Cincinnati, Ohio
Job Description
A client in Cincinnati, OH is looking for multiple Customer Support Analyst to join their team for a 3-4-month long project (with possible extensions). The position is WFH (are allowed to come into the office if preferred), but the candidates should be in the Cincinnati area as the clients HQ is located in downtown Cincinnati. 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 support and will be the main streamline to get any technical issue resolved. 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 diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their 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 or uniformed service member status, 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 HR@insightglobal.com .
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Skills and Requirements
* 1 year working experience (or internship)
* Strong written and verbal communication skills via phone, chat and email
* Strong Customer Service Skills
* Basic knowledge in Microsoft Office Products (Excel, PowerPoint, Outlook) * Previous IT Experience (QA, Credentialling, Analyst, etc.) Experience with troubleshooting system/app issues, etc. (will be troubleshooting app, so mobile app troubleshooting would be HUGE!)
* Fluent in Canadian French or Spanish 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 HR@insightglobal.com.