Senior Customer Solutions Analyst
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Job Description
Technical Support Engineer supporting PowerSchool’s K-12 enrollment analytics software. Generating projections, resolving escalated cases, and guiding district customers through implementations and updates.
Responsibilities:
- Conduct residential development and demographic research through partnership with local jurisdictions, third-party data providers, and online resources
- Generate and validate enrollment projections, ensuring accuracy and timely delivery
- Review data inputs and outputs to confirm consistency and identify discrepancies
- Troubleshoot projection-generation issues and resolve them in collaboration with internal teams
- Maintain documentation and knowledge of projection processes and requirements
- Investigate and resolve escalated support cases
- Partner with cross-functional teams to address complex or escalated issues
- Track and document case progress to maintain visibility and accountability
- Serve as a primary point of contact for new customers
- Support new customer implementations, annual projection updates, and customer escalations
- Translate technical concepts into understandable language for non-technical audiences
- Explain projection assumptions, outputs, and variances to customers and internal stakeholders
- Communicate updates, timelines, and resolutions clearly and transparently
- Build trust by delivering a responsive and positive support experience
- Learn new tools, systems, and processes to support evolving team needs
- Apply feedback and insights to improve workflows and support delivery
- Contribute to team knowledge sharing and documentation
- Identify opportunities to improve customer experience, automate manual processes, and increase operational efficiency
Requirements:
- 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.
- Subject to company on-call policies, including working hours outside of the normal workday as needed
- Strong written and verbal communication skills
- Strong analytical skills with the ability to interpret and contextualize historical and predictive data and communicate insights effectively
- Enthusiastic and fast learner with the ability to adapt in a dynamic environment
- Detail-oriented with strong problem-solving abilities
- Customer-focused mindset with a commitment to high-quality support
- Experience working with data analysis, forecasting, planning, research, or similar analytical processes
- Preferred: Experience in the education industry
- Preferred: Experience in education, demography, urban planning, population studies, or related analytical fields
- Experience with GIS, ArcGIS, Excel, or similar data analysis and mapping tools
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
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