Technical Support Engineer I

Overview:

At PowerSchool, 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, PowerSchool 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.

Our Support team provides a broad spectrum of training and technical support for our customers. From accurately analyzing and troubleshooting, to diagnosing and resolving software or system issues, this team offers world-class technical support with a strong focus on maximizing customer satisfaction.

Job Purpose

We are looking for a person who is customer centric and highly focused on providing our customers with a great PowerSchool experience. You would need to provide application support for our award-winning cloud-based K-12 software and engage with our customers via various communication channels in Portuguese and English languages.

Responsibilities:

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

• Develop a thorough understanding of the product(s) to respond to customer queries and investigate issues in Portuguese language.
• Provide application support relating to product functionality and systems configuration.
• Respond to customer chats and calls in Portuguese language, resolve issues and if the resolution takes time, raise a case in the CRM tool (Salesforce).
• Acquire the ability to evaluate issue impact of the customer and resolve complex issues or escalate it to the next level.
• Keep customers updated on the progress of the open cases and resolve issues in a reasonable period.
• Manage prioritization of cases, based on the severity of the issues.
• Demonstrate customer centricity and a sense of urgency for time sensitive issues.
• Follow defined processes and use approved methods and tools for faster resolution of customers' issues.
• Act as a liaison with the product support experts and customers to translate the issue and find a resolution.
• Communicate effectively in spoken/ written Portuguese language and English with our customers.
• Recognize repetitive customer issues and provide feedback internally for improving the product(s).
• Successfully complete training provided by the company.
• Provide training to the Tier 1 teams and increase the knowledge base by contributing to knowledge base articles.
• Consistently meet / exceed established operational goals and expectations shared by the company.
• Should be willing to work in shifts in a hybrid environment and on weekends/holidays, as required.
• Any other work as assigned by the manager.

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.

• Excellent language fluency in Portuguese and English: Oral and Written.
• 2-4 years' experience in a technical support role.
• Bachelor's degree preferably in Computer science, Information Systems, or relevant work experience.
• Strong technical aptitude & time management skills
• Strong analytical and troubleshooting skills.
• Ability to build customer relationships and find customer-centric solutions with empathy.
• Ability to work under pressure.
• Exemplary customer service and conflict resolution skills.
• Awareness of American education system.
• Basic knowledge of and experience in SQL.

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