Customer Service Operations Analyst

1 month ago

Boston, Massachusetts, United States Public Consulting Group Full time
Job Description

Public Consulting Group is seeking a highly skilled and motivated individual to join our team as a Customer Service Operations Analyst. In this role, you will be responsible for providing exceptional customer service to our clients, resolving technical issues, and ensuring that our software products meet the needs of our customers.

Key Responsibilities:
  • Support a suite of K-12 education software products used by a variety of customers.
  • Provide excellent customer service to all customers, responding to inquiries and resolving issues in a timely and professional manner.
  • Field incoming help requests from end users via live chat, email, and phone.
  • Record and track incidents and requests in our ticketing system, ensuring that all successful and unsuccessful decisions are captured.
  • Apply troubleshooting techniques to resolve technical issues, utilizing knowledge bases and FAQs to aid in problem resolution.
  • Identify and learn new software and systems, staying up-to-date on the latest technologies and trends.
  • Evaluate documented resolutions and analyze trends to identify areas for improvement.
Requirements:
  • Exceptional written and oral communication skills.
  • Experience supporting front-end users, preferably in an education environment.
  • Strong problem/incident documentation skills.
  • Ability to absorb and retain information quickly, with a keen attention to detail.
  • Proven analytical and problem-solving abilities, with the ability to effectively prioritize and execute tasks in a fast-paced environment.
  • 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 in all areas of process.
Desired Experience:
  • Zendesk, Jira, Chat Support.

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. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. 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.

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