Job
Description
- Manages the issues that arise during the customers engagement with PowerSchool
- Works with customers to ensure issues are resolved complying with tools and processes provided
- Report and resolve concerns that impact customer health and Identify themes and patterns that may negatively impact customer retention.
- Participates in discussions with internal stakeholders to mitigate risk and improve the overall health of the customer relationship
- Respond appropriately to customer requests
- Solve day to day problems with billing or support escalations
- Partners with internal and external stakeholders with manager direction
- Able to deliver difficult messages with assistance of manager when necessary
- Collaborates with sales teams to ensure growth attainment and increased footprint
- All other duties as assigned and ability to work US Central time zone hours
Customer Centric : Responds appropriately to customer requests/inquiries. Developing negotiation skills. May require assistance from leader
Action Oriented : Good decision-making skills. Proactively addresses issues
Compliance : Follows prescribed protocols, relying on leadership and other resources.
Quality: Completes basic job functions with accuracy and on time. Occasionally requires leader assistance.
Collaborative: Interacts well with customers and others on the team.
Qualifications
Qualifications include:
Associate’s degree or equivalent work experienced
0-6 months prior experience in direct client or technical support role
Strong negotiation and interpersonal skills
Must thrive in a fast-paced, ever-changing environment
Ability to effectively prioritize and escalate customer issues as required
Proficient in Microsoft Office suite
Prior Salesforce or CRM xperience preferred
Strong attention to detail and time management
Strong oral and written communication skills
Strong customer service skills
Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Able to work Central US Time zone