{"id":2934261,"url":"https://alion.io/job/first-student-customer-support-analyst","title":"Customer Support Analyst","company":{"id":1861742,"name":"First Student","domain":"firststudentinc.com","url":"https://alion.io/company/firststudentinc-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":132,"ghost_share":0,"stale_share":0.917,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cincinnati, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":55000,"currency":"USD","period":"year","gross":null,"usd_annual":55000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-20T15:40:09Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-24T02:15:42Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Major Responsibilities\nUtilize 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\nServe 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.\nMaintain records of application performance and shortcomings for senior level staff to review and analyze\nIdentify and escalate usage and technology gaps for resolution and advancement of our offerings\nEngage with tier II support and other internal teams on issues or concerns regarding data quality, user experience, and app functionality\nWork 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\nUnderstand voice of customer, recognizing when feedback requires escalation to tier II support\nSupport internal and external customer tools including but not limited to customer-facing apps, dashboards, etc., via phone, email, and in-app feedback channels\nUtilize Incident Management System to meet designated response and resolution deadlines, applying appropriate tracking analysis codes used for KPIs\nProvide impromptu and scheduled training via phone, Teams video calls, or training documentation when needed.\nAvailability to work all hours of operation for help desk: Monday- Friday 5AM-8PM ET\nOther responsibilities as required or requested\nMinimum Experience or Skills Required\nBS/BA degree or equivalent experience.\n0-2 years’ experience\nStrong written and verbal communication skills via phone and email\nStrong Customer Service Skills\nPrevious Customer Support Experience preferred\nTransportation or logistics experience preferred\nBasic knowledge in Microsoft Office Products\nPublic Speaking via Video Chat \nCompensation ranges from $45,000 - $55,000 depending on experience.\nLanguage Requirement\nThis 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.\n\nFirst for a reason:\nAt 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.\nIn 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.\nAll 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.","description_format":"text","description_chars":3855,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Public Transport","Road Transport"],"lifecycle":[{"event":"open","at":"2026-10-20T15:40:09Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"green card filings: 1","filings_12m":0,"filings_prev_12m":2,"green_card_filings_12m":1,"median_offered_wage_usd":117500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":66,"band":"ok","label":"Likely open","p_open":1,"p_active":0.662,"p_room":1,"age_days":2,"expected_fill_days":30,"reasons":["conf:22","stale_co","urgency","win:early","comp:junior,brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":55000,"is_top_pay":false},"html_url":"https://alion.io/job/first-student-customer-support-analyst","json_url":"https://alion.io/job/first-student-customer-support-analyst.json","meta":{"generated_at":"2026-10-24T03:32:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5549,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1861742},"rest":"https://alion.io/mcp/rest/get_company?id=1861742"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirst-student-customer-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirst-student-customer-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirst-student-customer-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/first-student-customer-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirst-student-customer-support-analyst"}]}