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Support Technician - Education - Helena Montana
Company: Public Consulting Group Location: Helena, Montana
Posted On: 04/17/2024
Overview About Public Consulting Group 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 six 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 www.publicconsultinggroup.com . Responsibilities This role serves as a support desk agent who can manage 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 being addressed within set metrics and timeframes. 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. Responsibilities -
Support a suite of K - 12 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 Qualifications Required Experience: -
Desired: Zendesk Chat, Jira, Chat Support. -
Experience in K - 12 Education. -
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. Required 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. Other Requirements: Ability to work one (preference for both) of the following schedules: Monday, Tuesday, Thursday, Friday 7:00am (EST) - 6:00pm (EST) Or Monday - Friday 8:30am (EST) - 5:30pm (EST) Remote Work Statement This position is a remote, work from home position. PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company's success. To be successful in a remote work role at PCG, you must: |
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