Customer Service Operations Specialist
2 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 Specialist, 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.
- Exceptional written and oral communication skills.
- Experience supporting front-end users and strong problem/incident documentation skills.
- Ability to absorb and retain information quickly and present ideas in user-friendly language.
- Highly self-motivated and directed with keen attention to detail.
- Proven analytical and problem-solving abilities and ability to 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.
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.
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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