Job Title: School Transportation Platform Customer Success Specialist
**WE ARE LOOKING SPECIFICALLY FOR CANDIDATES WITH EXPERIENCE IN SCHOOL BUS ROUTING SOFTWARE AND/OR SCHOOL BUS ROUTING GENERALLY**
Team: Customer Success
Location: Remote
Coverage preference: Eastern / Central Time Zones
Travel Involved: Up to 10%
Job Type: Permanent, Individual Contributor
About TransAct
TransAct is a private equity-backed software as a service (SaaS) growth business currently serving 8,000+ school districts and universities. Founded in 1994, we’re headquartered near Seattle, WA, and have team members across both the US and Canada. Our team, which includes former teachers, principals, administrators, and federal program directors, is dedicated to being the leader in providing educational institutions with innovative, user-friendly software tools that reduce operational complexity, simplify reporting, and ensure compliance, for the purpose of supporting more positive outcomes for all students.
As a Customer Success Specialist, you will be responsible for guiding new customers through our implementation and training process, focusing on those using our school transportation management platform. You will also be providing technical assistance and support to our clients, resolving software-related issues, ensuring customer satisfaction, and helping to keep internal customer data organized. Your exceptional organizational and communication skills, strong technical expertise, and excellent problem-solving abilities will contribute to the overall success of our customer support efforts.
Responsibilities include:
- Executing our customer onboarding process within our transportation platform, including organizing customer data and assisting with building route files.
- Diagnosing and troubleshooting software-related issues reported by customers, ensuring timely and accurate resolution.
- Providing first-class technical support to customers via various channels, including chat, email, and phone. Cases can reference both initial implementation and ongoing day-to-day use.
- Gathering relevant information and documenting detailed incident reports in the ticketing system, maintaining comprehensive records of customer interactions and solutions provided.
- Collaborating effectively with cross-functional teams, including software developers, to escalate and resolve complex issues that require further investigation.
- Conducting in-depth analysis of software-related problems, identifying patterns, and proposing proactive solutions to improve product functionality and stability.
- Creating and maintaining comprehensive technical documentation, including FAQs, troubleshooting guides, and knowledge base articles, to facilitate customer self-service support.
- Continuously expanding technical knowledge and staying up-to-date with the latest software advancements, industry trends, and support methodologies.
- Maintaining and updating portions of our internal customer database systems.
- Striving to achieve and exceed key performance indicators (KPIs), such as response time, first-call resolution rate, and customer satisfaction ratings.
Preferred Skills and Experience:
- Experience in a school transportation setting, and/or with bus routing software.
· Alternatively, an equivalent-to-the-above combination of education, training, and experience.
- Excellent problem-solving and analytical skills, with the ability to think creatively and adapt to evolving customer needs.
- Effective communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
- Strong customer service orientation, with a passion for providing exceptional support experiences and driving customer satisfaction.
- Familiarity with ticketing systems and customer relationship management (CRM) tools to manage support cases and track customer interactions.
- Ability to work collaboratively in a fast-paced, team-oriented environment, as well as independently with minimal supervision.
Our Values
The TransAct team is united in its passion and enthusiasm for the education industry, and for ensuring our customers gain true value from our software so they can better serve their students, families, and communities.
Each day we strive to “live” our values: stewardship; service before self; personal responsibility; and promises made, promises kept. We think in terms of “we” instead of “me,” and believe that it’s all about putting others first. We value vision and work together to achieve that vision, even if we’re not quite “there” yet today. We work hard, but we have a lot of fun together in the process. And we’re never done learning—we’re always seeking out new opportunities to expand our skills and grow.
If these values resonate with you, we hope you will consider joining us!
TransAct offers a full benefits package including health, dental, and vision benefits as well as 401k matching.
Job Type: Full-time
Pay: $70,000.00 - $78,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
Application Question(s):
- What experience do you have with school bus routing and/or school bus routing software?
Experience:
- school bus routing software: 1 year (Required)
Work Location: Remote