Technical Support Specialist

5 days ago

United, United States Frontline Education Full time
Job Summary

Frontline Education is seeking a highly skilled Technical Support Specialist to join our team. 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
Support clients through the full duration of Frontline's regular support hours, with occasional weekend hours required for urgent client issues or needs
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 partnered with client specifications, and design the solution 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 within the solution that CS Support levels 1-3 are unable to resolve
Create/modify customized reports as needed for client-specific use
Troubleshoot and create complex data reports for clients that are used for IC and CS team members
Create final reports for Clients who have churned
Make configuration adjustments as necessary to configure data integrations with internal and external systems outside of Frontline
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 (when appropriate), and communicate issues to the internal stakeholders
Prioritize bugs for Development team
Communicate system outages to key partners and liaise with Development team
Properly tag all requests with correct subcategory
Escalate requests when needed due to client sentiment to the Support Lead
Follow up with clients following negative ratings to seek to improve client experience

Requirements

Bachelor's Degree in 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; 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 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. 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 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.

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