Powerschool Sandy , OR 97055
As a Premium Customer Success Specialist (CSS), you will serve as the voice of PowerSchool to a selection of key clients and will be an integral part of our mission to ensure each customer's success and satisfaction. This critical role requires product knowledge of our talent management software, a solid understanding of software technology, and an ability to work directly with customers by phone, email, customer portal, and chat to provide exceptional customer service. This position reports to the Customer Success Support Manager.
The ideal candidate will be innovative and a resourceful problem-solver, providing options and making actionable recommendations, and specializing in delivering an amazing customer experience.
Responsibilities include our everyday values.
Engage with customers via phone, portal, email and chat to respond to requests and, resolve issues and questions.
Build and manage strong customer relationships through customer interactions.
Partner with customer experience team to drive long term adoption and retention of PowerSchool solutions for key clients.
Develop expertise in key clients' business needs and implementations, tailoring solutions to provide an amazing customer experience.
Resolve issues by utilizing appropriate resources and effectively communicating issue resolution.
Communicate regularly with key clients to surface and resolve issues and inform them of developments and opportunities pertinent to their needs.
Troubleshoot moderate to complex technical issues.
Document and track case histories, issues and actionable steps taken.
Assist in creation of knowledge base articles to ensure up-to-date product information is available both internally and to customers via the customer portal.
Utilize in-depth knowledge of system capabilities and industry best practices along with creative problem solving skills to resolve complex technical and functional problems.
Determine the right course of action or escalation path for customer requests/issues.
Meet and exceed customer service KPIs including CSAT, SLA, and Productivity metrics.
Prioritize concurrent complex projects, working independently.
Work effectively in a team based environment.
1-2 years of software support/customer service experience preferred.
Experience working for a SaaS company preferred.
Technical experience working with web-based software applications preferred.
Dedicated and passionate about customer satisfaction and success.
Strong customer management skills.
Strong analytical and problem-solving abilities.
Strong desire to learn and gain in-depth knowledge of all products and solutions
Excellent organizational and time management skills.
Strong team player that is willing to help other team members at all times.
Excellent verbal and written communication skills, with proven ability to 'listen' and empathize with the customer.
Ability to communicate technical details to a non-technical audience.
Self-starter, self-directed and independent thinker.
Proven propensity to learn new technologies.
While performing the duties of this job, the employee is regularly required to talk or hear. This is primarily a sedentary role.