CUSTOMER SERVICE OPERATIONS ANALYST
Company: Public Consulting Group
Location: Bismarck
Posted on: October 14, 2024
Job Description:
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 six 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 .Chat Support -
Customer Service Operations Analyst for a consulting company
serving a large number of K-12 clients.Job DescriptionOverall
Responsibilities:This role serves as a support desk agent for a
suite of K-12 education software products 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.Specific Responsibilities:
- Support a suite of K-12 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 education
staff.
- Prioritize 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 incidentsRequired 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 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. (General IT experience or customer support
will not fulfill this requirement).
- Desired Experience: Zendesk, Jira, Chat SupportAs required by
applicable law, PCG provides the following 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. 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.
Keywords: Public Consulting Group, Bismarck , CUSTOMER SERVICE OPERATIONS ANALYST, Hospitality & Tourism , Bismarck, North Dakota
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