Customer Service Operations Analyst, Pacific Northwest Region

🕒 September 3

🇺🇸 United States – Remote

💵 $59.9k - $69.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Public Consulting Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1986

🏥 Healthcare

🍽️ Food & Beverage

📦 Logistics

Healthcare • Food & Beverage • Logistics

Public Consulting Group (PCG) is a leading public sector management consulting and operations improvement firm specializing in partnering with health, education, and human services agencies to enhance their effectiveness and impact. Through its strategic advisory and consulting services, PCG helps schools, state, and municipal agencies streamline their operations, improve programs, meet financial, regulatory, and operational challenges, and ultimately build stronger communities. Emphasizing technology solutions, PCG aids in automating services and achieving strategic goals. Additionally, the company is committed to social impact initiatives, such as fighting food insecurity, and actively participates in workforce development through apprenticeships.

📋 Description

• 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 various intake methods, 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 appropriately experienced technicians • Record, track, and document incidents and requests in the ticketing tool • Capture successful and unsuccessful decisions and actions through final resolution in tickets • Apply appropriate troubleshooting techniques • Access knowledge bases and frequently asked questions resources to aid problem resolution • Identify and learn appropriate software used and supported by the organization • Test fixes to ensure problems are adequately resolved • Perform post-resolution follow-ups • Evaluate documented resolutions and analyze trends to prevent future problems • Identify and escalate critical incidents

🎯 Requirements

• 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 • PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship • Zendesk, Jira, Chat Support, and experience in K-12 education and special education are desired

🏖️ Benefits

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