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Hied Support Team Lead

Expired Job

Powerschool Austin , TX 78719

Posted 5 months ago

We are looking for excellent INTERNAL PowerSchool employees. This role is NOT a remote position and is being hired in Austin, TX only.

As a Team Lead of the HiEd Division, you will provide planning and direction for our Customer Success Support teams and specialists. The Customer Success team specializes in providing customers phone, portal, email, and chat support to ensure continuity and presence with customers to enhance overall customer satisfaction and retention. As a Team Lead, you will ensure quality and efficiency standards for the team are met on a consistent basis. The Team Lead will also coach, teach, and mentor team members to develop and maintain product, process, and industry knowledge necessary to provide high quality support to our customers. This position reports to the Customer Success Support Manager.

Team Leadership

  • Ownership and accountability for the consistent, high-quality performance of the team or project.

  • Provide guidance, system expertise, and resource allocation support to CSSs in troubleshooting customer issues and inquiries.

  • Plan, execute, and review the delivery of proactive team driven post-implementation support.

  • Conduct quality assurance activities to ensure adherence to quality and efficiency standards.

  • Provide feedback and encouragement to team members in relation to product knowledge, resulting in performance improvement related to team goals.

  • Mentor the Support team members as needed and as assigned.

  • Serve as a first escalation point for knowledge, process, and soft skills.

  • Direct the team's efforts in analysis and identify usage trends in order to enhance products.

  • Assist in the tracking and interpretation of performance metrics.

  • Act as a bi-directional liaison with the Customer Success Support team and managers.

  • Develop and evolve personal leadership skills.

  • Research methods by which to improve and promote quality; monitor own work to ensure quality.

Product Support

  • Mentor the team's engagement of customers post-implementation.

  • Field and respond to inquiries and questions from the team about customer issues and internal processes.

  • Engage in case time completed primarily through mentoring on specific issues and response to client inquiries.

  • Review product escalated items for adherence to department process and quick resolution.

  • Proactively stay up-to-date with all the latest product developments.

  • Meet customer service level agreements (SLAs) for responsiveness and resolution.

  • Prioritize both time and projects, working independently.

Skills/Requirements

Required & Preferred Qualifications:

  • 3-5 years of technical support or customer solution experience preferred.

  • Technical experience working with web-based software applications preferred.

  • Experience working for a SaaS company preferred.

  • Bachelor's degree or equivalent work experience preferred.

  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee is also required to travel up to 10% of the time.

Skills/Experience:

  • Dedicated and passionate about customer satisfaction and success.

  • Strong team player who works collaboratively within and external to team to resolve issues and drive success.

  • Examines, investigates and solves dynamic problems with ability to think "out-of-the-box" and develop creative solutions.

  • Proven mentor focused on the development of others within team and influencer of those outside of team.

  • Excellent verbal and written communication skills, with proven ability to 'listen'.

  • Ability to communicate technical details to a non-technical audience.

  • Takes pride in work and pays close attention to detail.

  • Shows flexibility and can adapt to changing department process and business needs.

  • Excellent organizational and time management skills.

  • Self-starter, self-directed and independent thinker.

  • Ability to multi-task and work in a fast-paced environment.

  • Availability to provide after-hours support on a scheduled/non-scheduled basis.

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Hied Support Team Lead

Expired Job

Powerschool