At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you’re joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.
Our Support team provides a broad spectrum of training and technical support for our customers. From accurately analyzing and troubleshooting, to diagnosing and resolving software or system issues, this team offers world-class technical support with a strong focus on maximizing customer satisfaction.
This position, under the general direction of the Lead and/or Manager, Support, will be responsible for technical support for PowerSchool Communicate Software. This role will support the Communicate product working out of a case queue to review requests and answer questions and execute changes and fixes.
Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Work as part of cross functional team in the support of Communicate
•Support and modify configurations in Communicate
•Engage in troubleshooting and communicating timelines for resolutions
•Assist and attend escalation meetings as required to resolve in-production issues
•Familiarity with data protocol and ability to comply with PII handling requirements
•Work within a wide range of data sources- understanding of data import/export processes to and from data repositories (Student Information Systems).
•Liaise with Product team to report bugs and provide feedback on product releases
•Perform 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:
•4+ years’ experience in customer Support for software/hardware.
•Bachelor’s degree in computer science or information technologies required or equivalent experience
•Knowledge of current web client technologies including demonstrable proficiency with:
SFTP
Basic PHP Script reading/editing
LDAP
SAML
•Strong written and verbal communication skills
•Strong ability to work with current software design principles and concepts
•Strong ability to handle a heavy workload with multiple cases and frequent interruptions
•Strong ability to work in a changing, dynamic environment with shifting priorities
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 accomodations@powerschool.com.
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