Customer Service Operations Analyst (Pacific Northwest Region)

Public Consulting Group•US ID Remote, ID

8d•$59,900 - $69,900•Remote

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.

Requirements

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.
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.

Nice To Haves

Zendesk
Jira
Chat Support
Experience in K-12 education and special education

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.