Customer Service Operations Analyst
3 weeks ago
Job Summary
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. As a Customer Service Operations Analyst, you will play a critical role in supporting a suite of K-12 education software products used by a variety of customers.
Key Responsibilities
- Provide exceptional customer service to all customers through the Zendesk support platform.
- Implement best practices to ensure customer tickets are addressed within set metrics and timeframes.
- Partner with internal and external stakeholders to address and resolve customer matters.
- Support a fast-paced environment and prioritize incidents effectively.
- Record and document incidents and requests in the ticketing tool.
Requirements
- 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.
Why Join Us?
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.
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