Customer Service Operations Specialist

2 days ago


Valley Center, Kansas, United States Public Consulting Group Full time
Job Title: Customer Service Operations Analyst

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 and other intakes.
  • 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 appropriate technician when necessary.
  • Record, track, and document incidents and requests in the ticketing tool.
  • Apply troubleshooting techniques and access knowledge bases to aid in problem resolution.
  • Identify and learn software used and supported by the organization.
  • Test fixes to ensure problems have been adequately resolved.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Identify and escalate critical incidents.
Requirements:
  • Associate's or Bachelor's Degree or equivalent experience in a related field (technical support).
  • 3+ years of experience working in an education environment with special education support experience or 3+ years of related work experience in a SaaS support or similar application support environment.
  • Desired experience in Zendesk, Jira, and Chat Support.
What We Offer:

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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