Role: Associate Technical Support Engineer
Location: Bengaluru, Karnataka, India
Job ID: 2023-6980
Category: Support
Posted: 1 day ago (8/6/2024 1:54 PM)
Overview:
This role, guided by both a supervisor and manager, involves providing technical support for our acclaimed K-12 software systems. The position focuses on delivering exceptional, solutions-driven technical support with an emphasis on customer service to ensure maximum satisfaction. The employee must become proficient in all aspects of the application software to accurately analyze, troubleshoot, diagnose, and resolve software or system-related issues. Customer interaction will occur via telephone and written internet-based communication.
Responsibilities:
Key duties include, but are not limited to:
- Responding to and prioritizing incoming telephone, email, and chat requests from users facing issues with hardware, software, networking, and other computer-related technologies.
- Identifying problems, conducting research, providing solutions, and following up with customers as needed, while escalating more complex cases to the appropriate team.
- Logging and tracking calls using a problem management database and maintaining related records and documentation.
- Preparing standard statistical reports, such as help desk incident reports.
- Consulting with programmers to explain software errors or recommend program changes.
- Testing software and hardware to evaluate ease of use and product utility for users.
- Performing other duties as assigned.
Qualifications:
To be considered for this role and to perform the job successfully, the following are required:
- 0-2 years of prior experience in a technical support role.
- Proficiency in Microsoft Office suite.
- Experience with Salesforce preferred.
- Prior CRM experience preferred.
- Strong attention to detail and time management skills.
- Excellent oral and written communication skills.
- Strong customer service and conflict resolution skills.
- Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes.
- An associate’s degree or equivalent work experience.
- Flexibility to work on weekends and holidays on a rotational basis.
EEO Commitment:
PowerSchool is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, PowerSchool does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture enables us to achieve the best results for our customers. We celebrate the diversity of our workforce and the varied ways we work. If you require accommodation during the recruiting process due to a disability, please contact accommodations@powerschool.com.
Link : https://careers3-powerschool.icims.com/jobs/6980/job?mobile=false&width=1170&height=500&bga=true&needsRedirect=false&jan1offset=330&jun1offset=330
