Customer Service Operations Specialist
1 week ago
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 mission is to deliver solutions that change lives for the better.
We are seeking a highly motivated and detail-oriented Customer Service Operations Analyst to join our team. As a key member of our support center, you will be responsible for providing exceptional customer service to our K-12 education clients.
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 live chat.
- Record variations in observed software functionality compared against documented specifications.
- Build rapport and elicit problem details from education staff.
- Prioritize incidents and escalate them to the appropriately experienced technician when required.
- Record, track, and document 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 problems have 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.
- 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.
- Desired experience: Zendesk, Jira, Chat Support.
We offer a competitive salary range of $48,000-$57,000 and a range of benefits. Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.
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