Customer Service Operations Analyst

3 weeks ago


Montgomery, Alabama, United States Public Consulting Group Full time

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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