Manager, Technical Support

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.

Team Overview

Our Customer Experience (CX) team is on the frontline of engagement with our valued customers. The team is responsible for customer satisfaction, retention, and innovation to ensure a more personalized approach to our users' needs.

Description

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our organizational goals.

Your day-to-day job will consist of:

• Develops and implements Technical Support policies and procedures that support company-wide strategic goals.

• Ensures that information and technical assistance is provided to customers in a timely and accurate manner.

• Ensures that customer cases are received, triaged and dealt with accurately and in a timely fashion.

• Oversees all Services Handovers processing functions, testing and related documentation.
• Oversees and directs the resolution of routine customer complaints and problems.
• Gathers and summarizes critical customer feedback to Senior Management.
• Monitors Technical Support functions and policies and procedures to ensure superior Technical Support.  Provides recommendations to senior management.

Minimum Qualifications

• Minimum of 5 to 8 years of relevant and related work experience.
• Bachelor’s degree or equivalent, or equivalent years of relevant work experience.
• Experience managing small to midsized teams or functional areas.
• Excellent communication and public relations abilities.
• Strong trouble-shooting and problem-solving skills.
• Ability to train and supervise others.
• Service orientation and sincere willingness to assist others.

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.