Customer Support Analyst / Help Desk Analyst

• Act as the primary point of contact for Light Rail Operations on service reporting and customer service data matters for the River LINE (RL), Light Rail (HBLR), and the Light Rail (NLR).
• Coordinate the dissemination of messages related to the status of service on the three light rail systems and the impacts any service disruptions may have to ensure this information is delivered to NJ customers through various channels .
• Review, investigate and address customer issues entered in Salesforce CRM, in addition to generating ad hoc reports and analyzing customer trends .
• Regularly collect, maintain, analyze, and report data regarding Light Rail Operations key performance indicators (KPIs), for both internal, state, and federal use.
• Develop reports and narratives as needed by Light Rail Operations or other departments.
• Attend regular meetings with Customer Service, Public Information, and Social Media personnel.
• Coordinate with Public Information for “message development” in relation to sudden service adjustments or outages.
• Periodically visit each Light Rail system and participate in the Light Rail “business car” (no customers) ride along to observe s and document, as necessary.
• During major service events or disruptions, act as the primary Light Rail and Contract Services designee at the Emergency Operations Center (EOC).
• Participate in necessary training related to NJ Emergency Operations Center and incident management.
• On call 24/7 unless otherwise directed., * Primary business hours but must be able to respond and work due to unforeseen happenings, including some weekends, nights, holidays and special events as required for EOC duties.
• This position is classified as “Essential Operational Personnel” and will be required to report to work during adverse weather or commuting conditions.
• Lunch Period (Unpaid): 30 Minutes.

Do you have experience in SharePoint?, Do you have a Bachelor’s degree?, * Bachelor’s degree in communications, business administration, computer science or related field from a US Department of Education accredited college or university

• or (4) years of applied experience in passenger communication systems, corporate communications, public relations, customer service or related field.
• 2 years of passenger/business communications, public relations, or customer communications required.
• At least 1 year of experience in a data analytics or similar role required.
• At least 1 year of customer service experience in a public facing role good to have.

Skills Required:

• Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)
• Intermediate to advanced Excel skills (data visualization, formulas, pivot tables, macros, etc.)
• At least one year of Salesforce or similar CRM experience (report generation, list creation, case management)
• Power BI experience good to have
• Knowledge of or experience with extensive enterprise/public transportation/rail logistics systems good to have
• Knowledge of National Incident Management System(NIMS) and/or willingness to learn
• Excellent organizational, interpersonal, written, and verbal communication skills are required

$30 an hour - Contract, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

We are specialized in recruiting and deliver the best professional talent of industry, and we are committed to deliver best experience for our clients and job seekers. With over two decades of experience in the recruitment industry, we proudly help you to find the next job that matches your professional skills. Our team understands your needs or requirement before starting the recruitment, that enables to find the high quality of talent with high success rate of talent delivery, keeps us continue to be the best in the industry.