Associate Technical Support Engineer jobs in Bangalore at PowerSchool

Eligibility:

B.E/B.Tech [CSE/ECE/IS/IT], Bsc (computer),BCA, MCA from 2017-2020 batch
0-3 Years Experience
Excellent verbal & written communication skills
Willing to work in Shifts and in 24X7 work environment

Duties and Responsibilities:

Essential duties and responsibilities include the following.

Answer, evaluate, and prioritize incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies

Provide timely, professional, and accurate responses to clients who submit a question via the help menu, phone or email
Enter all correspondence and necessary information related to a case into the case management system (currently Salesforce.com)
Troubleshoot individually and with team members to resolve a case within 24 hours of case submission
On-board new clients so that they can start using the Hobsons solutions successfully
Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved. Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved
Inform the account management team on critical member issues that result in a high priority case that is working to get resolved
Contribute to research and growth of the Knowledge Base by creating member-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions
Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received
Provide feedback to Product Management and Product Engineering departments on common issues and questions from members as well as enhancements and recommendations for product improvements
Enhance personal and professional growth by participating in training sessions for Support team

Qualifications:

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

Associate/Bachelor’s degree required
Excellent written and verbal communication both over the phone and in-person required
Ability to document identity and employment eligibility
Excellent written and oral communication skills
Good listener with good phone presence
Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
Strong technical, analytical and troubleshooting skills
Demonstrated track record of being able to troubleshoot and solve customer problems remotely
Can work independently to solve problems
Strong organizational skills
Outstanding attention to detail and accurateness
Ability to manage and prioritize multiple tasks simultaneously
Working knowledge of incident tracking software and reporting capabilities
Ambition, drive, and ability to learn quickly and adapt to change
A team player willing to help others
Experience with being managed to traditional customer support metrics such as average response time, average resolution time and customer satisfaction
Strong verbal and written communication skills
Exemplary customer service and conflict resolution skills
Ability to handle a heavy workload and juggle multiple responsibilities with frequent interruptions and schedule changes
Ability to maintain positive attitude and foster a collaborative and unified work environment
Associate’s degree or equivalent work experience

Salary: INR 6.5 LPA (Including shift allowances) + Free cab facility

Work Location: Bangalore

Interview process :

Group Discussion
UCAT
English Written test
Technical Interview
Manager/Onsite round

PowerSchool, the nation's leading student information system provider to public, charter and independent K-12 schools, seeks motivated candidates to fill our Project Manager role in Product Deployment– a unique position wherein you are required to combine technical skills, client relations skills, and project management skills to provide assistance to our multi-office Registration team and the clients we serve.
PowerSchool is the #1 leading education technology platform for K-12, serving more than 32 million students, 66 million parents, and 100 million users in over 70 countries around the world. We provide the industry’s first Unified Classroom experience with best-in-class, secure, and compliant online solutions, including registration and school choice, student information systems, learning management and classroom collaboration, assessment, analytics, and special education management. We empower teachers and drive student growth through innovative digital classroom capabilities, and we engage families through real-time communications across any device.