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Senior Lead Technical Support Engineer (Orlando, Florida)

Kickboard

Kickboard

IT, Customer Service
United States · Remote
Posted on Friday, May 24, 2024

Senior Lead Technical Support Engineer (Orlando, Florida)

Job Locations US-US-Remote
ID 2024-7687
Category
Support
Type
Full Time

Overview

We are seeking a Customer Relationship-focused Senior Technical Support Engineer to join our award-winning K-12 software support team in Orlando, FL. In this role, under the general direction of both supervisor and manager, you will provide exceptional support to one of our key customers, ensuring their software functionality needs are met, incidents are resolved promptly, and systems configurations are optimized. This is a hybrid role with 50/50 split between onsite and remote. You will engage with customers via various mediums including in person, phone, email, chat, and virtual meetings, demonstrating a commitment to building strong relationships and exceeding customer expectations. This position is a hybrid role and will require 2-3 days a week onsite at Orange County Public Schools.

Responsibilities

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

  • Deliver expert customer-centric support, maintaining professional, courteous, and timely communication throughout all interactions.
  • Expert ability to recognize and resolve both basic and advanced problems, conducting thorough research and following up with customers as needed.
  • Escalate complex cases to the appropriate teams while ensuring customers are kept informed and satisfied.
  • Collaborate to solve problems, attend meetings, and liaise with other departments as necessary to identify comprehensive case resolutions and effectively triage issues.
  • Review and create client specific documentation and collateral materials to optimize customer education and self-service opportunities
  • Mentor and coach fellow team members, providing guidance and first-level responses to employee questions.
  • Attend team meetings to foster collaboration, share insights, and drive team performance.

Qualifications

Requirements:

  • Proven experience in a customer-facing technical support role, with a strong focus on customer satisfaction and relationship-building.
  • Excellent problem-solving skills with the ability to identify and resolve complex issues efficiently.
  • Effective communication skills, both written and verbal, with a customer-centric approach.
  • Ability to work collaboratively across departments and provide leadership within the support team.
  • Experience with help desk incident reporting and maintaining accurate records.
  • Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email, and chat.
  • Recognizes both basic and advanced problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team.
  • Logs and tracks calls using problem management database and maintains history records and related problem documentation
  • Meet and exceed established benchmarks and expectations.
  • Attend meetings/liaise with other departments to identify case resolutions and triage.
  • May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Provide expert, top quality customer support, including professional, courteous, and timely communication during all levels of interaction.
  • Mentor and coach employees, first level response for employee questions, and lead team meetings
  • Ability to present and train technical content in a small group setting or virtually.
  • Knowledge of K-12 teaching practices and/or former educator experience preferred
  • All other duties as assigned.

Qualifications include:

  • 5+ years’ prior experience in a technical support role
  • Minimum 1 year experience in a lead role
  • Proficient in Microsoft Office suite
  • Salesforce experience required
  • Proficiency with Jira and Confluence preferred
  • Familiarity with Cloud based technologies
  • Good knowledge and understanding of SQL queries and relational databases
  • Strong attention to detail and time management
  • Strong oral and written communication skills
  • Strong customer service and conflict resolution skills
  • Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
  • Ability to present technical content to the end user, in a training environment, both virtual and onsite.
  • Associate’s degree or equivalent work experience, bachelor's degree preferred

Environmental Factors

  • Constant indoor collaborative work environment in close contact with co-workers
  • Frequent social interactions and interruptions
  • Frequent work under time restraints
  • Rare travel

Physical Requirements

Lifting/Carrying:

  • Occasionally carrying items weighing under 10 lbs.
  • Rarely carrying items weighing between 11-20 lbs.

Twisting/Turning:

  • Occasionally reaching over shoulder, overhead and reaching outward
  • Occasionally bending
  • Frequently walking normal surfaces
  • Constant sitting

Other:

  • Constant use of keyboard, fine dexterity, grasping, holding
  • Constant repetitive motion – hands

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 $38.46/Hr to $48.46/Hr. 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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