Technical Support Engineer I

Technical Support Engineer I

Higher Education

2022-5785

Remote – US

Overview

This position, under the general direction of both the supervisor and manager, provides technical support for our award-winning HigherEd 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.

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

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:

0-2 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

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.