This position, under the general direction of the manager, provides technical support for our award-winning Higher Ed 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.
Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Answers, evaluates, and prioritizes incoming telephone, email, and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies
Recognizes 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
Prepares standard statistical reports, such as help desk incident reports
Consults with programmers to explain software errors or to recommend changes to programs
May test software and hardware to evaluate ease of use and whether product will aid user in performing work
All other duties as assigned.
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.
1-3 years’ prior experience in a technical support role
Proficient in Microsoft Office suite
Salesforce experience preferred
Prior CRM experience preferred
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
Associate’s degree or equivalent work experience
PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing TA@powerschool.com.