Advanced Support Engineer II - PowerSchool Group LLC

This position, under the general direction of both the supervisor and manager, provides technical support for our award-winning K-12 software systems. This position provides 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 written internet based communication.

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

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:

•3-5 years’ 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

Compensation & Benefits

PowerSchool offers the following 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
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $44,500 - $85,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accommodations@powerschool.com.

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