Edtech.com's Summary

PowerSchool is hiring a Technical Support Representative. The role involves providing solutions-oriented technical support, focusing on maximizing customer satisfaction through proficient analysis, troubleshooting, and resolution of software or system issues. The position includes interaction with customers via various communication channels and requires proficiency in software application functionality.

Highlights

Provide application support through case escalations, phone, email, and chat.
Experience with SQL and familiarity with ETL processes desired.
Compensation range: $44,000 - $88,000 USD.
At least 2-3 years of experience in a technical support role required.
Proficient in Microsoft Office and Salesforce; Bomgar preferred.
401(k) plan, comprehensive insurance coverage, and tuition reimbursement offered.
Strong customer service and conflict resolution skills essential.
Unlimited paid time off and wellness program available.

Technical Support Representative Full Description

Overview:

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. 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 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

Qualifications:

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:

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:

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.

Original Job Description

Overview:

Team Overview

Description

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

Qualifications:

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:

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

EEO Commitment

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Technical Support Representative

Edtech.com's Summary

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