Customer Support Analyst / Help Desk Analyst

Join Newkleo LLC onsite in Newark, NJ as a contract Customer Support Analyst / Help Desk Analyst. This role offers an hourly rate of USD 30 - 30 and a collaborative environment focused on data-driven service communications. You will be at the center of coordinating reporting and messaging for Light Rail Operations, working across multiple rail systems to keep customers informed during normal operations and disruptions. The position requires on‑call availability and readiness to respond during emergencies, including periods of adverse weather.

Benefits

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

Technologies

• Microsoft Office Suite
• Microsoft Excel
• Salesforce CRM
• Power BI
• SharePoint

Responsibilities

• Serve as the primary contact for Light Rail Operations on service reporting and customer data for the River LINE (RL), Light Rail (HBLR), and the Light Rail (NLR).
• Coordinate the dissemination of service status messages and disruption impacts to NJ customers through multiple channels for the three light rail systems.
• Review, investigate, and address customer issues in Salesforce CRM; generate ad hoc reports and analyze customer trends.
• Regularly collect, maintain, analyze, and report data on Light Rail Operations KPIs for 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 related to sudden service adjustments or outages.
• Periodically visit each Light Rail system and participate in the Light Rail business car ride along to observe 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 required training related to the NJ Emergency Operations Center and incident management.
• On call 24/7 unless otherwise directed.

Requirements

• Bachelor’s degree in communications, business administration, computer science or related field from a US Department of Education accredited college or university, or four years of applied experience in passenger communication systems, corporate communications, public relations, customer service, or related field.
• Two years of passenger/business communications, public relations, or customer communications experience is required.
• At least one year of experience in a data analytics or similar role.
• At least one year of customer service experience in a public facing role is preferred.
• Proficiency with 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 is a plus.
• Knowledge of or experience with enterprise/public transportation or rail logistics is advantageous.
• Knowledge of National Incident Management System (NIMS) and willingness to learn is preferred.
• Excellent organizational, interpersonal, written, and verbal communication skills are required.

Working Hours

• Work hours total 40 per week.
• Primary business hours, with the ability to respond to unforeseen events, including some weekends, nights, holidays, and special events as required for EOC duties.
• This position is classified as Essential Operational Personnel and may require reporting to work during adverse weather or challenging commuting conditions.
• Lunch period is unpaid at 30 minutes.