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Public Consulting Group · 5 hours ago

Cust Svc Operations Analyst 2

United States

Full-time

Remote

Mid Level

$56K/yr - $68K/yr

3+ years exp

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. This role serves as a support desk agent managing requests in a fast-paced environment while providing excellent customer service and resolving customer matters related to K12 education software products.

ConsultingManagement ConsultingService Industry

No H1B

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