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Technical Support Engineer II (Higher Ed)

Experienced

PowerSchool | Higher Education

This position, under the general direction of the Sr. Manager, is responsible for the overall direction, coordination, qualityand output of employees that provide technical support for our award-winning Higher Ed software systems. This positionprovides world class solutions-oriented technical support with a strong focus on customer service that is designed tomaximum customer satisfaction. This position requires the employee to become proficient with all aspects of theapplication software functionality in order to accurately analyze, troubleshoot, diagnose and resolve software or systemrelated issues. This position will interact with customers via telephone and written internet-based communication.Additionally, this position will mentor, coach, and answer questions for fellow employees. This position is with PeopleAdmin, a PowerSchool Company, and is located in Austin, TX.

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

• Answers, evaluates and prioritizes incoming telephone, email and chat-based requests for assistance from users
experiencing problems with hardware, software, networking and other computer-related technologies
• Recognizes 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
• 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
• Mentor and coach employees, first level response for employee questions, and lead team meetings
• All other duties as assigned.

Skills & Requirements

Qualifications include:

• 5+ years’ prior experience in a technical support role
• Proficient in Microsoft Office suite
• Salesforce experience required
• Prior CRM Experience Required
• Excellent attention to detail and time management
• Excellent oral and written communication skills
• Excellent customer service and conflict resolution skills
• Ability to mentor and coach fellow employees
• Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
• Associate’s degree or equivalent work experience, Bachelor’s degree preferred