Edtech.com's Summary

Frontline Education is hiring a Support Engineer III, Team Lead. The role involves managing and motivating the support team, ensuring quality customer service, assisting with hiring and training, handling escalations, and collaborating with management to optimize staffing and performance.

Highlights

Lead daily management and development of the support team, including coaching, counseling, and training.
Handle escalated customer issues and participate in support ticket resolution approximately 50% of the time.
Assist the Client Support Manager with staffing, scheduling, training, and reward programs.
Conduct performance reviews and participate in recruitment processes.
Require experience with cloud-based/SaaS solutions and strong organizational and communication skills.
Must possess a Bachelor’s degree and at least 5 years of training or service-related experience.
Foster a collaborative, trust-based team environment emphasizing servant leadership.
Frontline Education provides K-12 school administration software and serves educational districts across the U.S.
Compensation ranges from $70,000 to $75,000 annually plus bonus, PTO, 401k matching, and comprehensive benefits.
Emphasizes diversity, equity, and inclusion in the workplace with various employee support programs.

Support Engineer III, Team Lead Full Description

Support Engineer III, Team Lead

Location: Naperville, IL, United States

Description

Support Engineer III, Team Lead

Location Requirements: Hybrid to office location. Remote will be considered.

Your role on the team:

The Support Engineer III, Team Lead is ultimately responsible for providing quality and efficient customer service to customers through the daily management of the support team which may include assisting in hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving with team members. Additionally, the Support Team Lead is responsible for assisting the Client Support Manager with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs within the department.

You can expect to:

Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.
Motivate & inspire team members through servant leadership and by being an example.
Active in the chat, phone and ticket queues 50% of time. Ensure tickets are responded to within SLA’s, assist with scheduling, fill in for people who are out of the office and handle escalations due to client sentiment.
Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.
Schedule routine 1:1 sessions with each team member in order to provide the following:
Statistical and performance feedback and coaching on a regular basis
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Ensure employees have appropriate training and other resources to perform their jobs.
Assist Support Manager with daily operation of the customer experience to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
Participate in the new hire recruitment process as needed with the Support Manager; to include phone and/or in-person interviews.
Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
Perform the performance review process; which includes writing and delivering reviews with Manager or contributing comments on employee performance.
Work collaboratively with Support Manager to address any employee performance concerns; work directly with employee to coach and mentor them with goal of driving performance back up to set standards.
Approve employee time off requests while ensuring team remains properly staffed at all times.
Work as a member/leader of special or on-going projects that are important to area/process improvement.
Use appropriate judgment in upward communication regarding department or employee concerns.

What you bring to the role:

Ability to assess team members’ performance and provide motivational support.
Ability to provide and support a vision and direction.
Ability to interface with individuals at all levels within an organization, including senior management and technical roles.
Ability to leverage cross functional business and technical teams to provide timely issue resolution.
Heart for servant leadership and helping team members succeed.
Creative problem solver with great attention to detail.
Self-starter with versatility to manage a wide variety of projects and new requirements.
Ability to work in a team-oriented, collaborative environment.
A high degree of personal integrity and exemplary personal and professional ethical standards.
Strong listening skills and ability to utilize consultative approach on issue resolution.

This role requires:

Bachelor’s degree.
5+ years of training or service-related experience.
Experience with cloud-based/SaaS solution offerings.
Excellent organization, project management, time management, and communication and presentation skills.
Proven ability to multi-task and perform effectively under pressure in a fast-paced environment.

Who we are:

Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.

We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.

Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The perks of being a Frontliner:

Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and personalized PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.

The salary range for this role is $70,000 - $75,000 per year, based on experience, skills, and internal equity. In addition to base salary, this role includes a bonus, personalized PTO, and comprehensive benefits, including health insurance, 401k, and much more!

Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement and click here to read our Applicant Privacy Statement.

Original Job Description

Support Engineer III, Team Lead

Location: Naperville, IL, United States

Description

Support Engineer III, Team Lead

Location Requirements: Hybrid to office location. Remote will be considered.

Your role on the team:

You can expect to:

Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.
Motivate & inspire team members through servant leadership and by being an example.
Active in the chat, phone and ticket queues 50% of time. Ensure tickets are responded to within SLA’s, assist with scheduling, fill in for people who are out of the office and handle escalations due to client sentiment.
Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.
Schedule routine 1:1 sessions with each team member in order to provide the following:
Statistical and performance feedback and coaching on a regular basis
Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution
Ensure employees have appropriate training and other resources to perform their jobs.
Assist Support Manager with daily operation of the customer experience to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.
Participate in the new hire recruitment process as needed with the Support Manager; to include phone and/or in-person interviews.
Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
Perform the performance review process; which includes writing and delivering reviews with Manager or contributing comments on employee performance.
Work collaboratively with Support Manager to address any employee performance concerns; work directly with employee to coach and mentor them with goal of driving performance back up to set standards.
Approve employee time off requests while ensuring team remains properly staffed at all times.
Work as a member/leader of special or on-going projects that are important to area/process improvement.
Use appropriate judgment in upward communication regarding department or employee concerns.

What you bring to the role:

Ability to assess team members’ performance and provide motivational support.
Ability to provide and support a vision and direction.
Ability to interface with individuals at all levels within an organization, including senior management and technical roles.
Ability to leverage cross functional business and technical teams to provide timely issue resolution.
Heart for servant leadership and helping team members succeed.
Creative problem solver with great attention to detail.
Self-starter with versatility to manage a wide variety of projects and new requirements.
Ability to work in a team-oriented, collaborative environment.
A high degree of personal integrity and exemplary personal and professional ethical standards.
Strong listening skills and ability to utilize consultative approach on issue resolution.

This role requires:

Bachelor’s degree.
5+ years of training or service-related experience.
Experience with cloud-based/SaaS solution offerings.
Excellent organization, project management, time management, and communication and presentation skills.
Proven ability to multi-task and perform effectively under pressure in a fast-paced environment.

Who we are:

The perks of being a Frontliner:

Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement and click here to read our Applicant Privacy Statement.

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