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Technical Support Engineer I

Location Bengaluru, India
Posted 14-September-2021
Description
Overview:
This position, under the general direction of both the supervisor and manager, provides technical support for our award-winning K-12 software systems. This position provides world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction. This position requires the employee to become proficient with all aspects of the application software functionality in order to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with customers via telephone and written internet based communication.

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

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 teamLogs and tracks calls using problem management database and maintains history records and related problem documentationMeet and exceed established benchmarks and expectationsPrepares standard statistical reports, such as help desk incident reportsConsults with programmers to explain software errors or to recommend changes to programsStay current on all key support topics, including product knowledge and required technical and soft skillsMay test software and hardware to evaluate ease of use and whether product will aid user in performing workProvide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.All other duties as assignedQualifications:
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:
1-3 years prior experience in a technical support roleProficient in Microsoft Office suiteSalesforce experience required (and Bomgar preferred)Prior CRM Experience RequiredStrong attention to detail and time managementStrong oral and written communication skillsStrong customer service and conflict resolution skillsAbility to handle a heavy workload and multiple projects with frequent interruptions and schedule changesMaintaining a positive attitude and fostering a collaborative and unified work environment.Associates degree or equivalent work experience, Bachelors degree preferredEEO 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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Awards & Accolades for MyTechLogy
Winner of
REDHERRING
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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