Support Engineer

Support Engineer I

The Support Engineer I will be part of the Client Support Organization and report into a Director, Client Support. As a trusted advisor to Frontline Educations clients, this role provides insight into best practices and a consultative approach to ongoing client support. The role will act as the second line of support handling Tier 2 and above complex issues while helping to bring problems to resolution in a quick and professional manner. This individual will be responsible for 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, particularly this solution.
• 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.
• Demonstrates 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.
• Evaluates client situations to determine whether problem is related to development of software. Interacts 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.
• Operates with a goal to increase efficiency through automation or support deflection in alignment with company goals.
• Adapts well to change and demonstrates stability under pressure.

This role requires: Bachelor's Degree and/or commensurate experience. 4+ years' experience in a customer-facing role, preferably as a technical support analyst or consultant. Experience with troubleshooting SaaS applications. Experience with SQL, Freighter and/or relational databases. Experience using Zendesk, Salesforce and/or NetSuite. Experience with Frontline Education self-service options for clients. Experience with automatic job scheduling and workload automation.