High-Tech Support Specialist

3 days ago

Malvern, Pennsylvania, United States ORS Partners Full time
About Frontline Education

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

We're a group of unique and talented individuals who love what we do. As a rapidly growing tech company, we support an appreciative and friendly customer base. We work hard to make our customers happy while enjoying the process.

Competitive Compensation Package

Frontline 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.

The perks of being a Frontliner:

  • Competitive base salary: $80,000 - $110,000 per year, depending on experience and qualifications.
  • Rewarding bonus structure: Eligible employees can earn bonuses based on individual and team performance.
  • 401k match: Frontline Education matches employee contributions to their 401k retirement plan.
  • ESPP: Employees are eligible to purchase Frontline Education stock at a discounted rate.
  • Unlimited PTO: Take time off when you need it, ensuring a healthy work-life balance.
Job Description

As a High-Tech Support Specialist, you'll be part of the Client Support Organization, reporting directly to a Director, Client Support. This role involves providing insight into best practices and a consultative approach to ongoing client support.

This position requires working closely with clients and other Frontline Education employees to provide deep technical support for issues arising during the ongoing use of Frontline Education solutions.

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 the problem is related to the 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.
Qualifications
  • 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.

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