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Technical Escalations Specialist

Manager

PowerSchool | Support | Austin, TX

This Technical Escalations Specialist position, under the general direction of both the supervisor and manager, serves as the identified PowerSchool program manager who provides technical support for our award-winning K-12 software systems. This position provides world class solutions-oriented technical support while serving as the single point of contact for projects, escalations and releases with a strong focus on customer service that is designed to maximum customer satisfaction for our large customers.

This position will ensure that maximum value is delivered with PowerSchool products and services by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives. This position is PowerSchool’s most valuable asset, to advocate for our customers. This position relies heavily on personal accountability for results, a willingness to go ‘the extra mile’ for PowerSchool customers and a collaborative approach that brings the best to each and every customer.

Duties and Responsibilities

  • Owns the overall relation with the customer
  • Serve as an escalation point for issues that impact the customer’s success
  • Answers, evaluates and prioritizes incoming telephone & email requests for assistance from medium and large accounts experiencing problems with hardware, software, networking and other computer-related technologies
  • Build relationships with customers to become a trusted adviser, to oversee their adoption, and promote best practices to continually drive incremental value and return on their investment
  • Collaborate with sales teams to ensure growth attainment and increased footprint
  • Prepares standard statistical reports, such as help desk incident reports
  • Consults with programmers to explain software errors or to recommend changes to programs
  • May test software and hardware to evaluate ease of use and whether product will aid user in performing work
Skills & Requirements

Qualifications include:

  • 3-5 years’ prior experience in a Technical Support role
  • 1-2 years’ prior experience in an Escalation Support role
  • Prior CRM experience preferred
  • Salesforce experience preferred
  • Proficient in Microsoft Office suite 
  • Strong attention to detail and time management
  • Strong oral and written communication skills
  • Strong customer service, presentation, and conflict resolution skills
  • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
  • Bachelor’s degree or equivalent work experience