Support Technician - Education
Company: Public Consulting Group
Location: Helena
Posted on: April 15, 2024
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Job Description:
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:
be available during your set working hours
have a safe, private, and distraction-free environment in which to
complete your work, and
be able to give your full attention to the completion of your PCG
job duties
#REMOTE
#LI-REMOTE
#LI
#EDU
Compensation
Compensation for roles at Public Consulting Group varies depending
on a wide array of factors including, but not limited to, the
specific office location, role, skill set, and level of
experience.---As required by applicable law, reasonable range of
compensation for this role: Up to $30 per hour.
EEO Statement
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
regarding 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 the basis of race, color,
religion or belief, national, social, or ethnic origin, sex, gender
identity and/or expression, age, physical, mental, or sensory
disability, sexual orientation, marital, civil union, or domestic
partnership status, past or present military service, citizenship
status, family medical history or genetic information, family or
parental status, or any other status protected under federal,
state, or local law. PCG will not tolerate discrimination or
harassment based on any of these characteristics. PCG believes in
health, equality, and prosperity for everyone so we can succeed in
changing the ways the public sector, including health, education,
technology and human services industries, work.
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Job Locations US
Posted Date 1 week ago (4/5/2024 10:58 AM)
Job ID 2024-10248
# of Openings 1
Category Other
Type Temporary Assignment
Practice Area Education Services
Public Consulting Group is an equal opportunity employer. All
qualified applicants receive consideration for employment without
regard to race, color, religion, gender, national origin, age,
sexual orientation, gender identity, protected veteran status, or
status as a qualified individual with a disability. VEVRAA Federal
Contractor.
Keywords: Public Consulting Group, Great Falls , Support Technician - Education, Education / Teaching , Helena, Montana
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