Overview
At PowerSchool, we are a team of innovators united by our mission to power personalized education for students worldwide. As the global leader in cloud-based software for K-12 education, we support the entire educational ecosystem—from the classroom to the home. Joining PowerSchool means becoming part of a successful team dedicated to enhancing, empowering, and improving the K-12 education experience.
Team Overview
Our Support team provides comprehensive training and technical assistance to our customers. From troubleshooting issues to resolving software or system problems, this team delivers world-class support with a strong focus on maximizing customer satisfaction.
Responsibilities
Key duties and responsibilities include the following. Reasonable accommodations may be provided to assist individuals with disabilities in performing essential functions.
- Respond to and prioritize incoming support requests via phone, email, and chat for users experiencing issues with hardware, software, networking, and other technologies.
- Identify problems, conduct research, provide solutions, and follow up with customers as needed. Escalate complex cases to the appropriate team.
- Log and track support calls in the problem management database, maintaining accurate records and documentation.
- Prepare standard reports, such as help desk incident reports.
- Consult with programmers to explain software errors or recommend changes to programs.
- Test software and hardware to evaluate usability and ensure it helps users perform their work.
- Perform other duties as assigned.
Qualifications
To succeed in this role, candidates must be able to perform the essential duties satisfactorily. The following qualifications are required:
- 0-2 years of experience in a technical support role.
- Proficiency in Microsoft Office suite.
- Salesforce experience preferred.
- Prior CRM experience preferred.
- Strong attention to detail and time management skills.
- Excellent oral and written communication skills.
- Strong customer service and conflict resolution abilities.
- Ability to handle a heavy workload and multiple projects with frequent interruptions and changing schedules.
- Associate’s degree or equivalent work experience.
EEO Commitment
PowerSchool is committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. We celebrate the diversity of our workforce and the various ways we work. If you need an accommodation during the recruiting process due to a disability, please email accommodations@powerschool.com.
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