- Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
- Recognizes both basic and advanced 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
- Meet and exceed established benchmarks and expectations
- Prepares standard statistical reports, such as help desk incident reports
- Consults with programmers to explain software errors or to recommend changes to programs
- Stay current on all key support topics, including product knowledge and required technical and soft skills
- May test software and hardware to evaluate ease of use and whether product will aid user in performing work
- Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
- All other duties as assigned
Qualifications include:
- 1-3 years’ prior experience in a Technical Support role
- Proficient in Microsoft Office suite
- 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.
- Associate’s degree or equivalent work experience, Bachelor’s degree preferred
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 Account
- Short-Term Disability and Long-Term Disability
- Comprehensive 401(k) plan
- Generous Paternal Leave
- Unrestricted paid time off (known as Discretionary Time Off - DTO)
- Paid Community and Volunteer Time Off (VTO)
- Wellness Program, including ClassPass & Employee Assistance Program
- Tuition Reimbursement
- Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage.