This position is responsible for the overall direction, coordination, quality and output of the technical support for our award-winning K-12 software systems. This position ensures that our employees provide world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our target goals. This position drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with customers via telephone and/or written internet based communication and will be responsible for driving customer loyalty. Additionally, this position will provide leadership and management guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.
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 leadership team member’s performance
•Works to increase team efficiency and effectiveness
•Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.)
•Addresses any customer satisfaction issues
•Coaches and develops managers
•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
•Develops and drives processes to improve customer satisfaction, service, process, and innovation
•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.
•4+ years’ prior experience in a technical support role
•2+ year’s prior managerial experience
•Proficient in Microsoft Office suite
•Salesforce experience required
•Previous CRM experience required
•Prior experience in a data-driven environment
•Excellent attention to detail and time management skills
•Excellent change management skills
•Excellent oral and written communication skills.
•Excellent customer service and conflict resolution skills
•Superior trouble shooting and analytical skills
•Ability to lead and coach employees
•Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
•Bachelor’s degree or equivalent work 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)
- Paid Community and Volunteer Time Off (VTO)
- 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 $81,118 – $100,503. The compensation range is specific to the United States and 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 firstname.lastname@example.org.