Job Description
Company Description
PPM Works is a full service Microsoft Work Management and Project and Portfolio Management consultancy, focused on OnePlan, Microsoft 365 and Project Platforms.
PPM Works believes in giving back to our families, our community, our teammates, and our environment. Here at PPM Works we measure success in the following way, we focus on:
- The personal well-being and happiness of our team
- Client satisfaction and long-lasting client relationships
- Giving back to our community and industry
- Having fun each and every day
Our firm belief in personal well-being, happiness, community giving, and fun anchor our organization. If we are foremost happy, producing great client solutions comes natural. We can then spend more time with our families/hobbies and giving back to the community. This virtuous cycle keeps our team charged each and every day.
Job Description
We are seeking a highly responsive and detail-oriented Support Analyst to monitor and manage inbound tickets within the Zendesk system. This role is responsible for providing timely responses, resolving issues efficiently, and ensuring a high level of customer satisfaction. The ideal candidate is a proactive problem solver who thrives in a fast-paced support environment and is committed to continuous learning, particularly in becoming fully proficient in OnePlan.
Key Responsibilities
- Monitor the Zendesk ticket queue throughout assigned hours (8:00 AM - 4:00 PM ET) to ensure prompt acknowledgment and response to all incoming requests.
- Provide timely, accurate, and professional responses to support tickets.
- Troubleshoot and resolve functional and technical issues, escalating when appropriate.
- Conduct root cause analysis and implement solutions to prevent recurring issues.
- Develop deep functional knowledge of OnePlan to effectively support end users.
- Test new release updates and system enhancements; document findings and report defects or improvement opportunities.
- Collaborate with internal teams to address complex issues and support system improvements.
- Maintain accurate documentation of issues, resolutions, and support procedures.
- Contribute to knowledge base articles and user documentation as needed.
Qualifications
- Proven experience in a ticket-based support environment (Zendesk experience preferred).
- Strong troubleshooting and problem-solving skills.
- Ability to prioritize tasks and respond quickly in a time-sensitive environment.
- Proficiency in Microsoft Word, Excel, PowerPoint, and Power BI.
- Strong written and verbal communication skills.
- Detail-oriented with strong organizational skills.
- Ability to work independently while collaborating effectively with cross-functional teams.
Additional Information
This is a paid remote position. Must be located within the United States.
We offer a competitive salary, benefits package, and opportunities for career growth. If you are passionate about problem solving and are looking for a challenging and rewarding opportunity, please submit your resume.
All your information will be kept confidential according to EEO guidelines.
