Customer Service Operations Analyst (Pacific Northwest Region)

Summary

Public Consulting Group is a public sector solutions implementation and operations improvement firm serving health, education, and human services agencies. The Customer Service Operations Analyst supports K-12 education software products by providing customer service, troubleshooting issues, documenting incidents, testing fixes, and escalating critical problems.

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

Skills

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

Qualifications

Must Haves

• 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

Benefits

• Medical and dental care benefits
• 401k
• PTO
• Parental leave
• Bereavement leave