K-12 SaaS Support & Operations Analyst

Public Consulting Group

United States

On-site

USD 60,000 - 70,000

Full time

3 days ago

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Benefits offered by this job

Medical and dental benefits

401k

PTO

Parental leave

Bereavement leave

Job summary

Public Consulting Group LLC is seeking a technical support professional to assist with a suite of K12 education software products. The role focuses on delivering exceptional customer service, handling frontline inquiries, and documenting incidents from initial intake through final resolution.

The ideal candidate has 3+ years in SaaS or application support, strong communication, and solid problem-solving skills.

Qualifications

Associate or bachelor’s degree or equivalent in a related field (technical support).
3+ years of SaaS support or similar application support experience.
Desirable: Zendesk, Jira, Chat Support; Experience in K-12 education and special education.

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 intakes.
Record variations in observed software functionality against documented specs.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule incidents; escalate to appropriate technician as needed.
Document incidents and requests in the ticketing system to final resolution.
Apply troubleshooting techniques and access knowledge bases to aid resolution.
Identify and learn software used by the organization and test fixes.
Perform post-resolution follow-ups and analyze trends to prevent recurrence.