PPM Works, Inc

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role 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. - 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. Requirements - This is a paid remote position. Must be located within the United States. Benefits - We offer a competitive salary, benefits package, and opportunities for career growth.

Company Description PPM Works is a full service Microsoft Work Management and Project and Portfolio Management consultancy, focused on Microsoft 365 and Project Platforms. We believe in partnering with our clients to exceed expectations and build long lasting rewarding partnerships. Our team’s experience runs deep with Microsoft. We have performed over 350 Project implementations, trained thousands of students, and developed the Microsoft certification exams and certifications series. We have contributed to the new release of Microsoft Project for the past three cycles and share our expertise as volunteers for PMI and other industry groups. In addition to our Microsoft GOLD Partner recognition we sit on two boards for the Microsoft Project Users Group. 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 Our PPM Solution Sales Specialist partners with our Director of Sales and Business Development to qualify and close new business on Microsoft Project and Portfolio Management solutions. Provides specific industry or product expertise to facilitate the closing of deals within sales representatives territory. Interacts with sales team to architect the solution, and develop and execute solution strategies for market. Manages solution opportunities to obtain appropriate and necessary resources for all qualified opportunities. Leads teams in the sales process for establishing market visibility and deal visibility. Presents/demonstrates solution to high level clients and industry conference attendees. May provide training to field sales on industry/solutions. Builds and maintains a network and up to date specific industry or product knowledge. Responsibilities: Tenaciously follow-through and prioritize client needs in relation to sales opportunities for the company Conduct product demonstrations to prospective clients in-person or virtually Quantify and qualify target companies in relation to their need for our products Build credibility and a strong working relationship with decision makers who do not show an interest in our product line, but may need our solutions at some point in the future Partner with enterprise field reps to sync up on sales strategy, expectations, timing, etc. Achieve / exceed quota plans (quarterly and yearly) Stay on top of new product features and trends Create and deliver custom SOW's to prospective and current clients Willingness to travel if needed Qualifications