We are seeking a dedicated Level II Support Consultant to join our dynamic team. In this remote position, you will leverage your expertise to provide advanced technical support and consultative assistance to our clientele, ensuring they maximize their experience with our comprehensive SaaS-based School Information Systems (SIS). Your role is pivotal in enhancing the operational efficiencies of independent K-12 schools across the globe.

Key Responsibilities

• Deliver outstanding customer service primarily through scheduled calls and our ticketing system, showcasing both technical proficiency and subject matter expertise.
• Diagnose and resolve complex technical issues swiftly, providing tailored solutions to meet customer needs.
• Assess product configurations and provide strategic recommendations to optimize users’ engagement with our platform.
• Oversee technical challenges and training engagements, guaranteeing timely resolutions in alignment with service level agreements (SLAs).
• Contribute to both internal and external knowledge bases by developing and updating documentation per best practices and in-app guidance.
• Collaborate with cross-functional teams, escalating unresolved issues to the engineering department as necessary.
• Occasionally assist Tier 1 support staff with technical inquiries.
• Support the training department by leading Instructor-Led Training (ILT) sessions.
• Partner with account managers and customer success teams to devise long-term strategies for client success.
• Identify and relay potential leads for additional software needs to the sales team.

Required Skills

• Comprehensive technical knowledge and familiarity with school management software or comparable systems.
• Proven ability to troubleshoot and resolve intricate technical issues while maintaining high customer satisfaction.
• Experience with remote support technologies, including screen sharing and video conferencing tools.
• Exceptional communication skills, enabling clear explanations of technical concepts to diverse audiences.
• Capability to work independently and manage your workload with minimal oversight.
• Experience in documenting technical solutions for knowledge repositories.
• A collaborative mindset that contributes to a positive and inclusive company culture.
• Knowledge of the K-12 private school sector or educational software is advantageous.

Qualifications

• Bachelor’s degree or equivalent experience in customer service or technical support.
• A minimum of 3 years in a client-facing support role, preferably within the software or SaaS industry.

Career Growth Opportunities

Our organization is committed to fostering a culture of professional growth and development. Employees are encouraged to enhance their skills through mentorship, ongoing training initiatives, and collaboration with colleagues, providing ample opportunities for career advancement.

Company Culture and Values

We pride ourselves on cultivating a collaborative and inclusive environment where all team members feel valued and empowered to reach their full potential. Our dedication to diversity and inclusion shapes our work culture, ensuring that everyone’s unique perspectives are embraced.

Compensation And Benefits

The salary for this position ranges from (65,000 to )75,000 per year, complemented by potential bonuses. We consider various factors when determining compensation, including local market conditions, experience, education, and internal equity.

Additionally, We Offer

• 3 weeks of vacation annually.
• 14 paid holidays each year, including the week off between Christmas and New Year’s Eve.
• 56 hours of paid sick leave per year.
• A comprehensive benefits package, which includes medical, dental, and vision coverage, alongside a 401(k) retirement plan with company matching.

Employment Type: Full-Time