Overview

This position, under the general direction of the director, is responsible for the overall direction, coordination, quality and output of employees that provide 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 guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.

Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage Customer communication for complex, strategic/high-profile, or long-running customer cases that may require interaction with software engineering or Cloud Operations department. 
• Responsible for the customer support escalation experience with PowerSchool. 
• Assist in solving customers technical issues, using collaboration troubleshooting best practices and transparency within and across team. 
• Actively participate in escalation calls with external customers and be able to explain technical issues in a professional manner
• Own the escalated customer issue and provide regular follow ups to customer until resolution; and then following-up with internal and external RCA 
• Lead or participate in building communities across Technical Support, Cloud Operations and R&D organizations 
• Build customer confidence and be committed to increasing customer satisfaction.
• Provide customer service through effective communication, responsive follow-through, and advocacy for the client issues within internal PowerSchool departments. 

• Coordinate customer service technical support escalation projects, ensuring timely and satisfactory resolution of customer issues. 
• Participate in internal PowerSchool calls (CloudOps/Support) weekly/biweekly to review escalations and trends, then follow-up with appropriate teams to resolve. 
• P0/P1 escalation involvement, monitor escalation channel and follow through with customer communication. 
• Assume responsibility for solving customer problems, ensure commitments to customers are met\ 
• Other duties as assigned. 

Qualifications

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:

• Previous hands-on experience with SaaS, PaaS, IaaS and Cloud Infrastructure 
• Experience establishing rapport with high profile and demanding customers 
• Experience with ITIL or other industry-recognized service management discipline.
• Demonstrated understanding of Problem Management, Change Management and Incident management frameworks 
• Working knowledge and experience managing SaaS products on modern cloud platforms e.g., AWS and Azure 
• Strong focus on balancing customer’s needs with adherence to operational processes 
• Strong analytical and technical problem-solving skills 
• Exceptional verbal, written and interpersonal skills 
• Ability to grasp technical concepts quickly and explain them to others 

Preferred Qualifications Include: 

• External Customer facing or internal enterprise experience as a technical lead 
• Analytical thinker and able to manage multiple competing priorities simultaneously 
• Bachelor’s degree in Technology or equivalent education and 10 years’ experience in the software industry 

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 Account 
• Short-Term Disability and Long-Term Disability 
• Comprehensive 401(k) plan 
• Generous Paternal 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 $90,000 - $94,000. 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 certificates; internal equity; internal pay ranges; and market data/range parameters. 

EEO Commitment

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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