Customer Service Operations Specialist

1 day ago

Albany, New York, 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.

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 via live chat, phone, and email.
  • Field incoming help requests from end users and record variations in observed software functionality compared against documented specifications.
  • Build rapport and elicit problem details from education staff, prioritize incidents, and escalate incidents when required.
  • Record, track, and document incidents and requests in the ticketing tool, ensuring all successful and unsuccessful decisions made and actions taken have been captured in the ticket.
  • 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, and perform post-resolution follow-ups to help requests.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems, and 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, present ideas in user-friendly language, and effectively prioritize and execute tasks in a rapid-paced environment.
  • 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 in Zendesk, Jira, and Chat Support.
Benefits:

As required by applicable law, PCG provides a reasonable range of compensation for this role: $48,000-$57,000. In addition, PCG provides a range of benefits for this role.

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.

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.

Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability.

VEVRAA Federal Contractor.

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