Specialist I, Technical Support

PowerSchool Group LLC • Dallas, TX

1d

About The Position

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.
Team Overview
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.
Description
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:
Serves as the initial point of contact for customer inquiries via phone, email, and chat, accurately assessing urgency and impact to prioritize work
Owns customer issues through to resolution by performing diagnostics, researching solutions, and applying technical expertise to restore functionality
Escalates complex or high impact cases to the appropriate engineering or support teams while maintaining accountability for customer communication and follow through
Documents all customer interactions, troubleshooting steps, and outcomes in the case management system to support knowledge sharing and trend analysis
Produces standard statistical reports, such as incident summaries as help desk incident reports
Partners with development teams to communicate reproducible defects, provide detailed error information, and recommend improvements that enhance product quality
Participates in product evaluations by testing software or hardware to assess usability and validate product performance
Identifies recurring issues and opportunities to improve processes, documentation, or self-service resources to enhance the overall customer experience
Creates and maintains knowledge base articles for both internal teams and customer self‑service resources
Performs other duties as needed to support team success and evolving business requirements

Requirements

• 2 + years’ prior experience in a technical support role ideally in a Saas software company
• Proficient in Microsoft Office suite
• Salesforce experience required
• Associate’s degree or equivalent, or equivalent years of relevant work experience.
• Prior CRM Experience Required
• Strong attention to detail and time management
• Strong oral and written communication skills in English
• 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.

Nice To Haves

• Associate’s degree or equivalent work experience, bachelor's degree in a technical field preferred

Responsibilities

• Serves as the initial point of contact for customer inquiries via phone, email, and chat, accurately assessing urgency and impact to prioritize work
• Owns customer issues through to resolution by performing diagnostics, researching solutions, and applying technical expertise to restore functionality
• Escalates complex or high impact cases to the appropriate engineering or support teams while maintaining accountability for customer communication and follow through
• Documents all customer interactions, troubleshooting steps, and outcomes in the case management system to support knowledge sharing and trend analysis
• Produces standard statistical reports, such as incident summaries as help desk incident reports
• Partners with development teams to communicate reproducible defects, provide detailed error information, and recommend improvements that enhance product quality
• Participates in product evaluations by testing software or hardware to assess usability and validate product performance
• Identifies recurring issues and opportunities to improve processes, documentation, or self-service resources to enhance the overall customer experience
• Creates and maintains knowledge base articles for both internal teams and customer self‑service resources
• Performs other duties as needed to support team success and evolving business requirements

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 ClassPass & Employee Assistance Program
• Tuition Reimbursement
• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree