Technical Support Specialist

2 weeks ago

Detroit, Michigan, United States Frontline Education Full time

Job Summary

Frontline Education is seeking a highly skilled and experienced Support Engineer to join our Client Support Organization. As a trusted advisor to our clients, you will provide insight into best practices and a consultative approach to ongoing client support.

Key Responsibilities

  • Apply problem definition methodology and techniques to help clients define the scope of software problems.
  • Understand and apply the administration, implementation, and/or modification of Frontline Education software.
  • Act as a technical advisor to Frontline Education clients in effectively utilizing the solution to meet the unique needs of the school district.
  • Analyze client programs and provide recommendations to help clients achieve goals and maximize results on both an ad-hoc and regular basis.
  • Work with clients on in-app troubleshooting, consultation, or configuration/code changes independently for Tier 2 or above.
  • Perform diagnostics with clients to collect information about problems to determine the source of errors.
  • Document and log issues or solutions, track cases to maintain client history within Zendesk tracking system and follow issue progress through resolution.
  • Demonstrate the ability to independently resolve complex issues.
  • Meet and exceed defined KPIs (initial response time, average cycle time, CSAT).
  • Continually seek opportunities to increase client satisfaction.
  • Evaluate client situations to determine whether problem is related to development of software. Interact with Technical Support on Level 3 support in assigned solution area for issues that require work by development or technology teams.

Requirements

  • Strong written and verbal communication skills.
  • Commitment to working through complex problems and completing tasks with a high level of accuracy and focus on satisfying the customer.
  • Ability to collaborate and develop effective working relationships with other Frontline Education staff or additional stakeholders on difficult issues as needed.
  • Skilled at identifying patterns and behaviors that can impact a client's experience, both positive and negative.
  • Actively contribute and work to improve customer self-help through the publication of technically and functionally accurate knowledge base articles.
  • Operate with a goal to increase efficiency through automation or support deflection in alignment with company goals.
  • Adapt well to change and demonstrate stability under pressure.

What We Offer

Frontline Education offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, ESPP, 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.

About Us

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 earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.

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