Client Service Associate 2

Public Consulting Group•US TN Remote, TN

3d•Hybrid

About The Position

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. Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed. Services: Teaching Learning Solutions Data Systems IT Solutions Financial Solutions Equity in Education Equitable Education Recovery Services The TN Support & Training Lead is responsible for providing advanced end-user support and leading statewide training efforts for TN PULSE, Tennessee’s Special Education technology platform built on PCG's EDPlan. This role serves as a subject matter expert in how districts and school-level staff use TN PULSE, supporting issue resolution, communicating with end users through Zendesk, identifying system and workflow challenges, and partnering closely with the TDOE client and internal PCG teams to improve user experience and system adoption. This role focuses on deep user understanding, high-quality support, and effective communication between end users, TDOE, and PCG teams. The role is based in the Metro Nashville area and requires in-office presence two days per week, along with leading in-person trainings across the state as needed.

Requirements

Experience supporting end users in a complex software system, ideally within Special Education or K-12 education
Demonstrated experience providing Tier 2 and/or Tier 3 end-user support
Strong training facilitation skills, including planning, content development, and delivery
Comfort presenting to large and diverse audiences in a variety of delivery models
Excellent communication and documentation skills
Ability to analyze user issues, identify patterns, and explain complex concepts clearly
Strong self-driven organizational and time-management skills with the ability to balance multiple priorities

Nice To Haves

Experience supporting or using TN PULSE, EDPlan, or similar Special Education technology systems
Experience working with Zendesk or a comparable ticketing/support platform
Familiarity with SDLC processes
Experience with configuration, testing, and technical documentation of technology products
Experience partnering with state education agencies or large statewide clients

Responsibilities

Serve as a primary PCG point of contact for end user support in TN PULSE through Zendesk
Effectively identify system defects by troubleshooting in the system and reviewing technical documentation.
Clearly document issues, steps to recreate the issue, and impact for escalation of issues to Product and Development teams.
Partner with internal teams to track progress of escalated issues and communicate updates to users.
Identify trends, recurring issues, and user pain points from support interactions
Ensure accurate, timely, and professional communication with districts and state partners
Provide end user support for other clients in the region as needed based on capacity and regional priorities
Serve as the training lead for Tennessee, partnering closely with TDOE, district leadership, and the PCG TN State Manager on training strategy and planning
Plan, schedule, and deliver statewide TN PULSE trainings (virtual and in-person) to meet state contract requirements
Plan, schedule, and deliver district and school-level supplemental trainings purchased by districts
Coordinate across PCG teams to support consistent delivery of trainings including those provided for add-on services
Develop and maintain up-to-date training content, including presentations, scripts, end user guides, and recorded materials
Ensure training efforts support consistent system usage and successful adoption across the state
Provide support for delivering trainings and end user materials for other clients in the region as needed
Develop deep expertise in how end users interact with TN PULSE across IEP, 504, ILP, ILP-D, Student Success Plan, Transportation, and additional products as assigned
Act as a user advocate by translating real-world usage challenges into clear recommendations for system improvement
Collaborate with Product and Client Management teams to share insights on usability, workflow alignment, and training gaps
Support product readiness by supporting User Acceptance Testing, validating that new features or updates are understandable from an end-user perspective
Help communicate best practices for system usage in alignment with TDOE policy and guidance
Partner closely with TDOE, Client Management, and Program teams to support statewide priorities
Participate in client meetings as needed to provide support insights, training guidance, and user context
Collaborate with Product, Development, and Data teams to support issue resolution and continuous improvement
Contribute to improvements in support workflows, documentation, and training approaches across the region
Support a culture of collaboration, continuous learning, and operational excellence
Maintain working knowledge of Special Education, English Learner, ILP-D, and 504 processes and compliance in TN
Understand how federal and state policy and procedural requirements translate into system usage expectations
Support districts and the state by reinforcing consistent, compliant system usage through support and training