Our Firm

Careers

VIEW ALLAPPLY NOW

Team Lead - Support

Experienced

PowerSchool | Support | Bengaluru, Karnataka

Job purpose

 

This position, under the general direction of the manager, supervises employees that provide technical support for our award-winning K-12 software systems. This position ensures that our employees provide 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/or written internet based communication and will respond to the most difficult issues. Additionally, this position will be responsible for the development of employees and driving results.

Duties and Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Monitors and drives all performance goals
  • Addresses any customer satisfaction issues
  • Coaches and develops employees
  • Participates in hiring of new team members
  • Performs any HR related administrative tasks
  • Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews
  • Addresses any performance management issues with employees
  • Works with direct reports to understand and prioritize product issues • All other duties as assigned
Skills & Requirements

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:

  • 5-8 prior experience in a technical support role
  • Proficient in Microsoft Office suite
  • Salesforce experience required
  • Previous CRM experience required
  • Excellent attention to detail and time management skills
  • Excellent oral and written communication skills
  • Excellent customer service and conflict resolution skills
  • Superior trouble shooting and analytical skills
  • Ability to mentor and coach employees
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes

     

     

     

  • Bachelor’s degree or equivalent experience
  • Ability to maintain positive attitude and foster a collaborative and unified work environment
  • Willing to work in Shifts and/or US overlapping hours depending on the project assignments