Senior Manager, Technical Support at PowerSchool in Remote

Overview

This position, under the general direction of the director, is responsible for the overall direction, coordination, quality and output of employees that provide technical support for our award-winning K-12 software systems. This position ensures that our employees provide world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our target goals. This position drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with customers via telephone and/or written internet based communication and will be responsible for driving customer loyalty. Additionally, this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.

Responsibilities

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

• Monitors and drives supervisors and staff performance

• Works to increase team efficiency and effectiveness

• Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.)

• Addresses any customer satisfaction issues

• Coaches and develops employees

• Participates in hiring of new team members

• Performs any HR related administrative tasks

• Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews

• Addresses any performance management issues with employees

• Works with direct reports to understand and prioritize product issues • All other duties as assigned

Qualifications

Qualifications include:

• 5-8 years’ prior experience in a technical support role

• 5-8 years’ prior managerial experience in a software product environment

• Proficient in Microsoft Office suite

• Salesforce experience required

• Previous CRM experience required

• Prior experience in a data-driven environment

• Well versed in DOMO/PowerBI/Tableau or similar business intelligence tools

• Excellent attention to detail and time management skills

• Excellent change management skills

• Excellent oral and written communication skills

• Excellent customer service and conflict resolution skills

• Superior trouble shooting and analytical skills

• Ability to lead and coach employees

• Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes

• Bachelor’s degree or equivalent work experience

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.