K-12 SaaS Support & Incident Analyst

Public Consulting Group; Northern (KY); Hybrid; USD 60,000 - 70,000; Full time

Job summary

Public Consulting Group is seeking a results-driven technical support professional to assist K12 education software users. You will handle live chat requests, document issues, and collaborate with engineers to resolve incidents.

The role emphasizes excellent communication, rapid prioritization, and thorough ticketing to ensure timely resolutions. The ideal candidate brings 3+ years in SaaS support, a relevant degree, and experience supporting front-end users.

Qualifications

• 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.
• Experience supporting front end users.
• Strong problem/incident documentation skills.

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 live chat and other channels.
• Record variations in observed software functionality against specifications.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule incidents.
• Escalate incidents to appropriately experienced technicians.
• Document all actions and decisions in the ticketing tool through to resolution.
• Apply troubleshooting techniques and reference knowledge bases to resolve issues.
• Test fixes and perform post-resolution follow-ups to prevent recurrence.
• Identify and escalate critical incidents.

Skills

Communication

User support

Documentation

Fast learner

Clear communication

Self-motivated

Attention to detail

Problem-solving

Prioritization

Time management

Education

Associate/Bachelor's Degree

Tools

Zendesk

Jira

Chat Support

Job description

Public Consulting Group is seeking a results-driven technical support professional to assist K12 education software users. You will handle live chat requests, document issues, and collaborate with engineers to resolve incidents.

The role emphasizes excellent communication, rapid prioritization, and thorough ticketing to ensure timely resolutions. The ideal candidate brings 3+ years in SaaS support, a relevant degree, and experience supporting front-end users.