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Customer Service Operations Specialist

2 months ago

Atlanta, Georgia, United States Public Consulting Group Full time
Job Title: Customer Service Operations Specialist

Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Our team is dedicated to delivering solutions that change lives for the better.

Job Summary:

This role serves as a support desk agent for a suite of K-12 education software products in a fast-paced environment. The agent will interact with customers through the Zendesk support platform, implement best practices, and ensure that customer tickets are being addressed within set metrics and timeframes.

Key Responsibilities:
  • Support a suite of K-12 education software products used by a variety of customers.
  • Provide excellent customer service to all customers.
  • Field incoming help requests from end users via a variety of intakes including live chat.
  • Record variations in observed software functionality compared against documented specifications.
  • Prioritize incidents. Escalate incidents (when required) to the appropriately experienced technician.
  • Record, track, and document the Incidents and requests in the ticketing tool.
  • Apply appropriate troubleshooting techniques.
  • Access knowledge bases, and frequently asked questions resources to aid in problem resolution.
  • Identify and learn appropriate software used and supported by the organization.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Identify and escalate critical incidents.
Requirements:
  • Exceptional written and oral communication skills.
  • Experience supporting front end users.
  • Strong problem/incident documentation skills.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a rapid paced environment.
Education and Experience:

Associate's or Bachelor's Degree OR equivalent experience in a related field (technical support). 3+ years working in an education environment with special education support experience in all areas of process OR 3+ years of related work experience in a SaaS support or similar application support environment.

Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.