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 supports the
Hoonuit Analytics Products. 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.
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.
Support and troubleshoot ETL processes that populate star
schemas using a variety of source data on data warehouse
Ability to analyze SQL Server stored procedures, functions,
views and triggers and troubleshoot the same
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 statistical reports, such as help desk
Consults with programmers to explain software errors or to
recommend changes to 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 user in performing work
Provide expert, top quality customer support, including
professional, courteous and timely communication during all levels
All other duties as assigned
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.
1-3 years prior experience in a technical support role
Exceptional SQL coding/querying skills in SQL Server and/or
MySQL, Oracle, Postgres
Experience with data warehousing
Experience with Java is a plus
Proficient in Microsoft Office suite
Salesforce experience required (and Bomgar preferred)
Prior CRM Experience Required
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
Maintaining a positive attitude and fostering a collaborative
and unified work environment.
Associates degree or equivalent work experience, Bachelors
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 TA@powerschool.com.