Support
Overview
This position, under the general direction of both the supervisor and manager, provides technical support to PowerSchool’s strategic customers for our award-winning K-12 software systems. This position serves as the single point of contact throughout the incident lifecycle, to maintain a strong focus on customer service that is designed to maximum customer satisfaction for our strategic customers. This position requires the employee to work closely with the Hosting, Development and Product teams to resolve incidents. This position will also require the employee to become proficient with application software functionality in order to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position is both technical in nature and relationship driven and will provide a high level of customer service via telephone, video conference and written internet-based communication.
Responsibilities
Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Evaluate, diagnose and correct complex operational issues using internal ticketing, system logs and/or third-party utilities under tight deadlines with limited data and minimal assistance.
- Answers, evaluates and prioritizes incoming telephone, email and chat-based requests for assistance customers experiencing problems with hardware, software, networking and other computer-related technologies.
- Recognize related incidents and cause/effect incident relationships to derive, prioritize and implement problem resolution steps.
- Manage the overall incident lifecycle to completion.
- Present solutions in regular business reviews and act as a facilitator during customer working sessions.
- Create and analyze reports from varied sources for presentation to internal and external audiences with differing levels of technical experience Serve as an escalation point for issues that impact the customer’s success.
- Create and utilize appropriate communications plans to impart technical information to technical and non-technical customer personnel as well as other members of PowerSchool.
- Document incident and timeline for compliance with service level agreements (SLAs)
- All other duties as assigned.
Qualifications
To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Qualifications include:
- 2-4 years’ prior experience in a technical support role
- Proficient in Microsoft Office suite
- Salesforce experience required
- Prior CRM experience required
- Strong attention to detail and time management
- Strong oral and written communication skills
- Comfort explaining complex issues and solutions
- Strong customer service, presentation, and conflict resolution skills
- Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes.
- Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client.
- Bachelor’s degree
Environmental Factors:
- Constant indoor collaborative work environment in close contact with co-workers
- Frequent social interactions and interruptions
- Frequent work under time restraints
- Rare travel
Compensation & Benefits
PowerSchool offers the following benefits:
- Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
- Flexible Spending Accounts and Health Savings Accounts
- Short-Term Disability and Long-Term Disability
- Comprehensive 401(k) plan
- Generous Parental Leave
- Unrestricted paid time off (known as Discretionary Time Off – DTO)
- Paid Community and Volunteer Time Off (VTO)
- Wellness Program, including ClassPass & Employee Assistance Program
- Tuition Reimbursement
- Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage
A reasonable estimate of the base compensation range for this position is $70,000 – $80,000. The compensation range is specific to the United States and incorporates many factors including but not limited to an applicant’s skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.