Cust Svc Operations Analyst 2

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. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.

This role serves as a support desk agent who can manage requests in a fast-paced environment. The agent will interact with customers through the Zendesk® support platform, implement best practices, and ensure that customer tickets are being addressed within set metrics and timeframes. Our support center empowers best practice education solutions that help schools better meet the needs of struggling students through the use of data-driven problem solving and case management. Our service professionals partner with internal and external stakeholders including clients, client managers, product leads, and subject matter experts to address and resolve customer matters.

Duties and Responsibilities:  

• Support a suite of K12 education software products used by a variety of customers.

• Provide excellent customer service to all customers.

• Field incoming help requests from end users via a variety of intakes including live chat.

• Record variations in observed software functionality compared against documented specifications.

• Build rapport and elicit problem details from help desk customers.

• Prioritize and schedule incidents. Escalate incidents (when required) to the appropriately experienced technician.

• Record, track, and document the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution 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 problem has been adequately resolved.

• Perform post-resolution follow-ups to help requests.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.

• Identify and escalate critical incidents.

Required Skills:  

• Exceptional written and oral communication skills.

• Experience supporting front end users.

• Strong problem/incident documentation skills.

• Ability to absorb and retain information quickly.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a rapid paced environment.
   

Required Experience:  

• Associate's or Bachelor's Degree or equivalent experience in a related field (technical support)

• 3+ years of related work experience in a SaaS support or similar application support environment.

• Desired: Zendesk, Jira, Chat Support, Experience in K-12 education and special education

Working Conditions 

• Desired: Zendesk, Jira, Chat Support, Experience in K-12 education and special education

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The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified. 

Compensation:

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience.  As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

As required by applicable law, PCG provides the following reasonable range of compensation for this role: $55,500-$68,400. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

EEO Statement:

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.