Job Description

Support Specialist

Duration: 6 month CTH

Location: fully remote position

Client: PCG - Oklahoma Public school

Job overview

The Support Specialist is responsible for ensuring the successful development and delivery of internal and client services for assigned areas within the Mid-South region. This role requires strong written and verbal communication skills, analytical abilities, and the capacity to read and understand technical specifications. The specialist will have direct contact with end users and clients, providing essential support in data entry, troubleshooting, and ticket management.

Qualifications:

• Two-year college degree preferred
• Experience with data entry
• Ability to read and interpret technical specifications
• Strong written and verbal communication skills

Required Skills:

• Analytical skills, including the ability to analyze and organize data.
• Excellent organizational, oral presentation, and written communication skills.
• Ability to manage time effectively and meet critical deadlines.
• Ability to work independently and collaboratively within a team.
• Strong ability to build and maintain business relationships with clients.
• Proficiency in MS Office products, including PowerPoint, Excel, and Word.
• Research and project management capabilities.

Responsibilities:

• Review, assess, troubleshoot, and assign tickets received through Zendesk, ensuring alignment with project contract requirements.
• Escalate Tier 3 tickets to the Account and System Lead as needed.
• Evaluate and verify ticket information before processing. If information is insufficient, follow up with ticket submitters to resolve gaps or issues.
• Resolve and close Tier 1 and Tier 2 tickets efficiently.
• Follow the processes outlined in the Service Desk Standard Operating Procedure document.
• Utilize the knowledge repository to process and respond to tickets accurately.
• Identify needed updates to the knowledge repository and assist in authoring and maintaining support documents as necessary.
• Ensure high levels of client satisfaction by delivering high-quality, on-time support services.

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