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.—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

This role serves as a support desk agent who manages requests 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 addressed within set metrics and time frames. 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.

• 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, and escalations (when required) to the appropriately experienced technician.
• Record, track, and document the incidents and requests in the ticketing tool, ensuring all decisions made and actions taken are captured through to final resolution.
• 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 to prevent future problems.
• Identify and escalation 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.
• 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.

Compensation for this role ranges from $55,500 to $68,400, depending on location, skill set, and experience. PCG provides a range of benefits, including medical and dental care, 401(k), 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—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…