PowerSchool is actively seeking candidates for the position of Associate Technical Support Engineer in Bengaluru. The role is designed for individuals who possess a bachelor’s degree in Computer Science, Information Systems, or an equivalent field of study. Whether you are a recent graduate or have up to two years of experience, PowerSchool welcomes applications from candidates with diverse backgrounds. As an Associate Technical Support Engineer, you will play a key role in providing technical assistance and support to clients, contributing to the overall success of the company.
Company Name: PowerSchool
Job Role: Associate Technical Support Engineer
Education Required: Should possess a bachelor’s degree in Computer Science, Information Systems, or equivalent degree
Experience Required: 0-2 years
Job Location: Bengaluru
Role and Responsibilities:
- Under general supervision, performs logical analysis of customer issues associated with software functionality, incident resolution and systems configuration, through various mediums of communication.
- Develops a thorough understanding of the product(s) to investigate customer queries and issues.
- Provides support for application, back-end, technical issues to assist customers in understanding product functionality and outputs.
- Works collaboratively in a team environment to meet customer expectations regarding the resolution of their issues.
- Recognizes repetitive customer issues and provides feedback internally for improving the product(s).
- Communicates effectively in written and spoken English with co-workers and customers globally.
- Successfully completes training provided by the company periodically.
- Assumes responsibility for their own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.
- Makes a conscious effort to contribute value-added services to our customers.
- Demonstrates customer centricity, and a sense of urgency for sensitive issues.
- Consistently meets / exceeds established operational goals and expectations share by the company.
- Monitors and resolves the issues reported by the customer.
- Must have the ability to evaluate the impact of the issue to the customer and escalate complex issues to the next level within a reasonable period.
- Ensures that approved methods, and tools are consistently used, and defined processes for support are followed.
- Delivers the highest level of customer service and experience while continuously demonstrating excellent teamwork, interpersonal skills, and commitment.
- If required, schedules calls with customers to review their requests and confirm understanding, update them on status and prioritization of their tickets.
Required Skills and Qualification:
- 0-2 years’ experience in a customer or technical support role.
- Should possess a bachelor’s degree in Computer Science, Information Systems, or equivalent degree
- `Must’ have qualities.
- Strong analytical and technical troubleshooting skills.
- Impeccable customer service skills and display genuine empathy towards customers.
- Demonstrable time management and priority setting skills.
- Effective collaboration skills.
- Excellent written and oral communication skills.
- Ability to work under pressure.
- Confident and comfortable communicating with customers through chats, calls, emails, and web.
- Willing to work in shifts (primarily evening/night shift) in a hybrid environment.
- Willing to work on weekends and/or holidays, if there is a business requirement.
- Certifications and/or basic experience with SQL, Unix, Oracle desired.
- Would be an added advantage to have.
- Knowledge of Mongo DB, HTML.
- Experience or know how of the education sector.
