<br><br> PowerSchool is looking for an Associate Technical Support Engineer to provide world-class technical support for our award-winning K-12 software systems. This role focuses on customer service, aiming for maximum customer satisfaction. The position involves becoming proficient with all aspects of the application software functionality to analyze, troubleshoot, diagnose, and resolve software or system-related issues. Interactions with customers will occur via telephone and internet-based communication. <br><br>Responsibilities <br>- Answer, evaluate, and prioritize incoming telephone, email, and chat-based requests for assistance with hardware, software, networking, and other computer-related technologies <br>- Recognize problems, conduct research, provide resolutions, and follow up with customers, escalating complex cases to the appropriate team <br>- Log and track calls using the problem management database and maintain history records and related problem documentation <br>- Prepare standard statistical reports, such as help desk incident reports <br>- Consult with programmers to explain software errors or recommend changes to programs <br>- Test software and hardware to evaluate ease of use and determine if the product will aid the user in performing work <br>- Perform all other duties as assigned <br><br>Qualifications <br>- 0-2 years of prior experience in a technical support role <br>- Proficient in Microsoft Office suite <br>- Salesforce experience preferred <br>- Prior CRM experience preferred <br>- Strong attention to detail and time management <br>- Strong oral and written communication skills <br>- Strong customer service and conflict resolution skills <br>- Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes <br>- Associate’s degree or equivalent work experience <br>- Flexibility to work on weekends and holidays on a rotational basis <br><br>EEO Commitment <br> PowerSchool is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on 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. If you have a disability and need accommodation during our recruiting process, please email accommodations@powerschool.com.
