Technical Support Engineer II

Dallas, TX

About Power School

At Power School, 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, Power School 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.

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:

• 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
• Prepares standard statical reports, such as help desk incident reports
• Consults with programmers to explain software errors or to recommend change to the programs
• Stay current on all key support topics, including product knowledge and required technical and soft skills
• May test software and hardware to evaluate ease of use and whether product will aid users in performing work
• Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction
• All other duties are assigned

• 2 to 4 years of relevant and related work experience.
• Associate's degree or equivalent, or equivalent years of relevant work experience.
• Travel occasionally, up to 0-5%, for key moments such as team summits, training, customer meetings, company events, etc., with increased frequency during peak periods based on business demands.

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.

• Minimum 2-5 years prior experience in a technical support role
• Minimum 1 year experience in an escalations role
• Proficient in Microsoft Office suite
• Salesforce experience required (and Bomgar preferred)
• Working knowledge of Jira and API
• Familiarity with Cloud based technologies
• Basic knowledge and understanding of SQL queries and relational database
• Strong attention to detail and time management
• Strong 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
• Associate's degree or equivalent work experience, Bachelor's degree preferred

Power School offers the following benefits:

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
• Flexible Spending Accounts and Health Savings Accounts
• Short-Term Disability and Long-Term Disability
• Comprehensive 401(k) plan
• Generous Parental Leave
• Unrestricted paid time off (known as Discretionary Time Off - DTO)
• Wellness Program, including Class Pass & 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 $42,100 - $76,400 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

Power School is committed to a diverse and inclusive workplace. Power School 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…