Technical Support Engineer I

Support

Overview

This position, under the general direction of both the supervisor and manager, provides technical support for our award-winning K-12 software systems. This position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction. This position requires the employee to become proficient with all aspects of the application software functionality in order to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with customers via telephone 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.

•Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.

•Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team

•Logs and tracks calls using problem management database and maintains history records and related problem documentation

•Meet and exceed established benchmarks and expectations

•Prepares standard statistical reports, such as help desk incident reports

•Consults with programmers to explain software errors or to recommend changes to programs

•Stay current on all key support topics, including product knowledge and required technical and soft skills

•May test software and hardware to evaluate ease of use and whether product will aid user in performing work

•Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.

•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:

•1-3 years’ prior experience in a technical support role

•Proficient in Microsoft Office suite

•Salesforce experience required (and Bomgar preferred)

•Prior CRM Experience Required

•Strong attention to detail and time management

•Strong oral and written communication skills

•Strong customer service and conflict resolution skills

•Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes

•Maintaining a positive attitude and fostering a collaborative and unified work environment.

•Associate’s degree or equivalent work experience, Bachelor’s degree preferred

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 $30,000-$50,000. 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.