Verified Job
Work from home
Customer Service Operations Analyst 2
Work from home
#668393
Remote / WFH
Job Description
Join Public Consulting Group LLC (PCG), a leading public sector solutions firm, dedicated to improving lives through innovative operational strategies in health, education, and human services. With over 2,000 dedicated professionals across the U.S. and experience in all 50 states, we partner with various agencies to deliver transformative solutions. Discover more about our impactful work at www.publicconsultinggroup.com.
As a Customer Service Operations Analyst 2, you will be a vital support desk agent in a dynamic environment. You will engage with customers using the Zendesk® support platform, applying best practices to ensure timely and effective resolution of customer tickets. Your role will also involve collaborating with internal and external stakeholders to enhance educational solutions that meet the diverse needs of students.
Key Responsibilities:
• Support a range of K-12 education software products, providing exceptional customer service to users from various backgrounds.
• Field incoming requests through multiple channels, including live chat.
• Document discrepancies in software functionality versus specifications.
• Build strong rapport with customers to effectively gather problem details.
• Prioritize and schedule incidents, escalating to experienced technicians as needed.
• Maintain detailed records of incidents and requests in the ticketing system, capturing all decisions and actions taken.
• Utilize appropriate troubleshooting techniques and resources to facilitate problem resolution.
• Identify required software and services for effective support.
• Test solutions to confirm the successful resolution of issues.
• Conduct post-resolution follow-ups to ensure customer satisfaction.
• Analyze documented resolutions for trends to mitigate future issues.
• Recognize and escalate critical incidents promptly.
Required Skills:
• Exceptional written and verbal communication abilities.
• Experience in supporting end users effectively.
• Strong documentation skills for incident tracking.
• Quick adaptability for absorbing and retaining information.
• Ability to communicate complex ideas in user-friendly language.
• Highly self-motivated with excellent attention to detail.
• Demonstrated analytical and problem-solving skills.
• Proficiency in prioritizing tasks in a fast-paced setting.
Required Experience:
• Associate's or Bachelor's Degree or relevant experience in technical support.
• 3+ years of experience in a SaaS or related application support role.
• Desired: Experience with Zendesk, Jira, Chat Support, and a background in K-12 and special education.
Working Conditions:
• Experience with Zendesk, Jira, Chat Support is a plus, along with familiarity with K-12 education and special education.
Compensation:
The salary range for this position is $55,500-$68,400, dependent on various factors including office location, role, skills, and experience. In addition to competitive compensation, PCG offers comprehensive benefits that include medical and dental care, 401k, PTO, parental leave, and 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 that celebrates diversity and fosters an inclusive culture. Our hiring practices are based on merit and individual qualifications, free from discrimination of any kind. We encourage all individuals to apply regardless of their background.
As a Customer Service Operations Analyst 2, you will be a vital support desk agent in a dynamic environment. You will engage with customers using the Zendesk® support platform, applying best practices to ensure timely and effective resolution of customer tickets. Your role will also involve collaborating with internal and external stakeholders to enhance educational solutions that meet the diverse needs of students.
Key Responsibilities:
• Support a range of K-12 education software products, providing exceptional customer service to users from various backgrounds.
• Field incoming requests through multiple channels, including live chat.
• Document discrepancies in software functionality versus specifications.
• Build strong rapport with customers to effectively gather problem details.
• Prioritize and schedule incidents, escalating to experienced technicians as needed.
• Maintain detailed records of incidents and requests in the ticketing system, capturing all decisions and actions taken.
• Utilize appropriate troubleshooting techniques and resources to facilitate problem resolution.
• Identify required software and services for effective support.
• Test solutions to confirm the successful resolution of issues.
• Conduct post-resolution follow-ups to ensure customer satisfaction.
• Analyze documented resolutions for trends to mitigate future issues.
• Recognize and escalate critical incidents promptly.
Required Skills:
• Exceptional written and verbal communication abilities.
• Experience in supporting end users effectively.
• Strong documentation skills for incident tracking.
• Quick adaptability for absorbing and retaining information.
• Ability to communicate complex ideas in user-friendly language.
• Highly self-motivated with excellent attention to detail.
• Demonstrated analytical and problem-solving skills.
• Proficiency in prioritizing tasks in a fast-paced setting.
Required Experience:
• Associate's or Bachelor's Degree or relevant experience in technical support.
• 3+ years of experience in a SaaS or related application support role.
• Desired: Experience with Zendesk, Jira, Chat Support, and a background in K-12 and special education.
Working Conditions:
• Experience with Zendesk, Jira, Chat Support is a plus, along with familiarity with K-12 education and special education.
Compensation:
The salary range for this position is $55,500-$68,400, dependent on various factors including office location, role, skills, and experience. In addition to competitive compensation, PCG offers comprehensive benefits that include medical and dental care, 401k, PTO, parental leave, and 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 that celebrates diversity and fosters an inclusive culture. Our hiring practices are based on merit and individual qualifications, free from discrimination of any kind. We encourage all individuals to apply regardless of their background.
