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Technical Support Engineer

Company: PowerSchool
Location: Bethlehem
Posted on: June 10, 2021

Job 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 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.

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.

Support and troubleshoot ETL processes that populate star schemas using a variety of source data on data warehouse implementations

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 incident reports

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 of interaction.

All other duties as assigned

Qualifications

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 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 degree preferred

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 TA@powerschool.com.

Keywords: PowerSchool, Bethlehem , Technical Support Engineer, Other , Bethlehem, Pennsylvania

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