Customer Service Operations Specialist
4 weeks 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.
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 and ensure that customer tickets are being addressed within set metrics and timeframes.
- Support a fast-paced environment and interact with customers through live chat, phone, and email.
- Record variations in observed software functionality compared against documented specifications.
- Prioritize incidents, escalate when required, and 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, and perform post-resolution follow-ups.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- 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.
- Zendesk, Jira, Chat Support experience.
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.
We believe 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.
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