Technical Support Advisor II
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Job Description
Technical Support Advisor resolving hardware, software, and networking issues for PowerSchool’s cloud-based K-12 education platform. Supporting customers through phone, email, and chat.
Responsibilities:
- Serve as the initial point of contact for customer requests via phone, email, and chat
- Assess urgency and impact to prioritize technical issues related to hardware, software, networking, and related technologies
- Diagnose technical problems, conduct research, and implement effective resolutions
- Maintain ownership through follow-up and ensure customer expectations are met
- Escalate complex or high-severity issues while coordinating communication and resolution outcomes
- Log, track, and document customer interactions, troubleshooting actions, and resolutions in the case management system
- Produce standard statistical reports, such as help desk incident reports
- Collaborate with software development teams to communicate defects, explain error conditions, and recommend product or process enhancements
- Participate in software and hardware testing to evaluate usability, performance, and alignment with customer workflows
- Work assigned shifts, including variable schedules and designated holidays as required
- Adapt to changing responsibilities and task assignments based on supported products and organizational priorities
- Create and maintain knowledge base articles for internal teams and customer self-service resources
- Perform other duties as assigned, including special projects and additional technical support initiatives
Requirements:
- 2+ years’ prior experience in a technical support role, ideally in a SaaS software company
- Proficient in Microsoft Office suite
- Salesforce experience required
- 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
- Ability to maintain a positive attitude and foster a collaborative and unified work environment
- Associate’s degree or equivalent work experience
- Bachelor’s degree in a technical field preferred
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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