Technical Support Engineer II

PowerSchool; Dallas (TX); On-site; USD 42,000 - 76,000; Full time

Benefits offered by this job

Comprehensive Insurance Coverage (Med/

Flexible Spending Accounts

401(k) plan

Paid time off

Job summary

PowerSchool is seeking a Technical Support professional to provide solutions-oriented technical assistance for our cloud-based K-12 education software. You will handle incident resolution, configuration, and documentation while maintaining strong customer service and timely communication.

You will work with Salesforce, Bomgar, Jira, and API integrations, staying current on product knowledge and required skills.

Qualifications

• 2 to 4 years of relevant and related work experience.
• Associate’s degree or equivalent, or equivalent years of relevant work experience.
• Travel occasionally, up to 0-5%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
• Minimum 2-5 years prior experience in a technical support role
• Minimum 1 year experience in an escalations role
• Proficient in Microsoft Office suite
• Salesforce experience required (and Bomgar preferred)
• Working knowledge of Jira and API
• Familiarity with Cloud based technologies
• Basic knowledge and understanding of SQL queries and relational database
• 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, Bachelor’s degree preferred

Responsibilities

• 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 statical reports, such as help desk incident reports
• Consults with programmers to explain software errors or to recommend change to the 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 users in performing work
• Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction
• All other duties are assigned

Skills

Strong attention to detail

Time management

Customer service skills

Oral and written communication

Conflict resolution

Ability to handle heavy workload

Education

Associate’s degree or equivalent

Bachelor’s degree preferred

Tools

Salesforce

Bomgar

Jira

API

Microsoft Office Suite

SQL

Cloud technologies

Job description

Overview

About PowerSchool

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.

Description

Responsibilities

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

• 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 statical reports, such as help desk incident reports
• Consults with programmers to explain software errors or to recommend change to the 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 users in performing work
• Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction
• All other duties are assigned

Qualifications

Minimum Qualifications

• 2 to 4 years of relevant and related work experience.
• Associate’s degree or equivalent, or equivalent years of relevant work experience.
• Travel occasionally, up to 0-5%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.
• (Add up to 4 more, keep them objective and qualifiable/quantifiable if possible)

Preferred 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.

• Minimum 2-5 years prior experience in a technical support role
• Minimum 1 year experience in an escalations role
• Proficient in Microsoft Office suite
• Salesforce experience required (and Bomgar preferred)
• Working knowledge of Jira and API
• Familiarity with Cloud based technologies
• Basic knowledge and understanding of SQL queries and relational database
• 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, Bachelor’s degree preferred

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 $42,100 - $76,400 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 [e-mail].