Cust Svc Operations Analyst

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. and is a member of a family of companies with experience in all 50 states and clients in three Canadian provinces and Europe.

• 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 to the appropriately experienced technician.
• Record, track, and document the incidents and requests in the ticketing tool, ensuring all decisions and actions are captured.
• 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 the 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 escalates critical incidents.

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

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

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

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.

PCG does not discriminate on the basis of race, color, religion, or belief, national, social, or ethnic origin, sex, gender identity and 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.