Technical Support Engineer II

PowerSchool Group • Dallas, TX

2d • Hybrid

About The Position

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.

Requirements

• 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 (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

Nice To Haves

• 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

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
• Pet Insurance
• Identity Theft Protection
• Student Debt Repayment Program
• Prepaid Legal coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree