BI-LINGUAL Spanish Client Support Representative (Tier 1)

  • Location
    Roanoke , Virginia
  • Salary
  • Category
    Call Center & Customer Service - Customer Service
  • Job type
    Direct Hire

PowerSchool is the #1 leading education technology platform for K-12, serving more than 40 million users, 15 million students, and 70 countries around the world. We provide best-in- class, secure, and compliant online solutions, including student information systems, registration, and school choice, assessment and analytics, special education management, and learning management solutions. We empower teachers and drive student growth through innovative digital classroom capabilities, and we engage families through real-time communications across any device.
PowerSchool is looking for a Spanish Bi-Lingual customer support professional to work out of their Roanoke office. As a Customer Service Representative, you will be working in a fast-paced, dynamic environment, supporting the company's special education case management system. As part of this leading edge technical support team, you will participate in providing world-class support to a broad base of users via inbound phone calls. You will provide a unique mixture of solutions-oriented technical support and customer service, resulting in maximum customer satisfaction.
� Working in a Phone or Email queue to provide application support to customers, pertaining to software functionality, incident resolution and system configuration.
� Contribute to the overall success of the customer, the support team and the company.
� Escalates to Tier 2 and Tier 3 Support Engineering to resolve complex support issues.
� Document and log support issues and subsequent resolution in CRM tool.
� Create knowledgebase articles to address frequently asked questions.
Skills & Requirements
� Minimum of 1 year hands-on experience supporting a multi-platform application.
� Degree or equivalent experience in an IT related field.
� Familiarity with relational databases such as Oracle and SQL Server preferred
� Proficiency with MS Office required.
� Familiarity with two of the following: HTML, CSS, SQL
� Must be a self-starter, have good organization / interpersonal skills and work well both independently and as part of a team.
� Superior troubleshooting and analytical skills in conjunction with a structured, systematic approach to problem-solving preferred
� Dependable, accountable, and professional
� Strong written and verbal skills
� Task and detail-oriented
� Reacts well under pressure
� Good listener who can manage difficult customer situations

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Reference number US_EN_1_027070_11718633