Technical Support Representative

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

Our Support team provides a broad spectrum of training and technical support for our customers. From accurately analyzing and troubleshooting, to diagnosing and resolving software or system issues, this team offers world-class technical support with a strong focus on maximizing customer satisfaction.

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. This position supports our Analytics & Insights product line.

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 job will consist of:

• Providing application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
• Recognizing both basic and advanced problems, conducting research, providing resolutions and following up with customers as needed, escalating more complex cases to the appropriate team
• Supporting and troubleshooting ETL processes that populate star schemas using a variety of source data on data warehouse implementations
• Analyze SQL Server stored procedures, functions, views and triggers and troubleshoot the same
• Meeting and exceeding established benchmarks and expectations
• Consulting with programmers to explain software errors or to recommend changes to programs
• Staying current on all key support topics, including product knowledge and required technical and soft skills
• Providing expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
• All other duties as assigned

Minimum Qualifications

• Minimum of 2 -3 years’ prior experience in a technical support role
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
• Proficient in Microsoft Office suite
• SQL experience required
• ETL exprience desirable
• 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.

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)


• 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 $44,000 - $88,000 USD. This compensation range is specific to the United States and it 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.

EEO Commitment

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 accomodations@powerschool.com.