Job Description

Job Summary

At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Team Overview

The Technical Support team work closely together to set PowerSchool customers up for ongoing success through post-implementation support, troubleshooting, consultation on system setup options, and training on features and functionality. The team offers cross-portfolio support, all while meeting organizational objectives for revenue, utilization, and customer satisfaction.

This position provides technical support to PowerSchool’s strategic customers for our award-winning K-12 software systems and serves as the single point of contact throughout the incident life-cycle. Our goal is 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. Employees in this role are required to become proficient with application software functionality in order to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This role is both technical in nature and relationship driven and will provide a high level of customer service via all business communication methods.

Responsibilities

Description

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our organizational goals.

Your day-to-day role will consist of:

• 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 life-cycle 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 responsibilities, as assigned.

Qualifications

Minimum Qualifications

• 2-4 years experience in a technical support role
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience
• Proficient in Microsoft Office 365
• 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
• Proven 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

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