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Associate Technical Support Engineer

Entry Level

PowerSchool | Support

Essential duties and responsibilities include the following.

Answer, evaluate, and prioritize incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies

·        Deliver professional, courteous, and timely communication to customers

·        Diagnose and troubleshoot issues to resolve or escalate cases

·        Document and track cases using CRM tool

·        Collaborate with peers and colleagues to best serve needs of customers

·        Stay current on all key support topics, including product knowledge and required technical and customer support skills

·        Meet and exceed all expectations and established benchmarks

·        All other duties as assigned

Skills & Requirements

Qualifications include:

  • 0-2 years’ experience in a technical support role
  • 0-2 years’ experience in a customer service role
  • Proficient in Microsoft Office suite
  • Salesforce and/or prior CRM experience preferred
  • Strong technical aptitude
  • Strong time management skills
  • Strong verbal and written communication skills
  • Exemplary customer service and conflict resolution skills
  • Ability to handle a heavy workload and juggle multiple responsibilities with frequent interruptions and schedule changes
  • Ability to maintain positive attitude and foster a collaborative and unified work environment
  • Associate’s degree or equivalent work experience
  • Willing to work in Shifts and in 24X7 work environment