Technical Support Specialist

6 days ago

Austin, Texas, United States Frontline Education Full time

Job Summary

Frontline Education is seeking a highly skilled Technical Support Specialist to join our Client Support Organization. As a Technical Support Specialist, you will be responsible for handling Tier 3-4 technical escalations and customized support related to data migrations, reporting, ETL, and system support across various client systems.

Key Responsibilities

  • Assist support team in live queues during peak season and support clients through regular support hours with occasional weekend hours required for urgent client issues.
  • Partner with Product and Development teams on troubleshooting, new feature rollouts, and larger integration and service initiatives.
  • Provide direct technical mentorship and feedback to Technical Support Specialists.
  • Work with individual customers on requested services, integrations, maintenance, and troubleshooting.
  • Address data integration needs, analyze system capabilities, and design solutions to customize features accordingly.
  • Assist clients and third parties with data transfer via web services/API.
  • Troubleshoot technical issues that require extensive research and data review.
  • Create/modify customized reports as needed for client-specific use.
  • Make configuration adjustments as necessary to configure data integrations with internal and external systems.
  • Analyze trends for ways to prevent future problems.
  • Handle at or above average number of requests/projects for Senior Technical Support Specialist group.
  • Vet bugs and defects, assist in entering related problem and JIRA tickets, and communicate issues to internal stakeholders.

Requirements

  • Bachelor's Degree in a related field.
  • Minimum of five (5) years of prior relevant experience.
  • Advanced SQL Server skills, including query skills, stored procedures, functions, reporting, etc.
  • IIS Troubleshooting.
  • Windows server configuration.
  • Basic understanding of web APIs.
  • Experience working with CSV, XML data.
  • Experience working with Remote Desktop and VPN.
  • Experience with data reporting.
  • Detail-oriented and self-motivated, with the ability to operate with little to no supervision.
  • Strong analytical and problem-solving skills.
  • Excellent customer service skills.
  • Strong communication skills, including the ability to present to smaller groups.

About Frontline Education

Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators.

We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of 'we' instead of 'me.' We believe in the philosophy of servant leadership and that it's all about putting others first. We also value the balance between family and work.

Frontline Embraces Diversity, Equity, and Inclusivity

We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The Perks of Being a Frontliner

Frontline offers a competitive compensation package, including a base salary, rewarding bonus structure, 401k match, and unlimited PTO. Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.

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