Technical Support Engineer I (Portuguese Language)

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Develop a thorough understanding of the product(s) to respond to customer queries and investigate issues in

  Portuguese language

  .
• Provide application support relating to product functionality and systems configuration.
• Respond to customer chats and calls in

  Portuguese language

  , resolve issues and if the resolution takes time, raise a case in the CRM tool (Salesforce).
• Acquire the ability to evaluate issue impact of the customer and resolve complex issues or escalate it to the next level.
• Keep customers updated on the progress of the open cases and resolve issues in a reasonable period.
• Manage prioritization of cases, based on the severity of the issues.
• Demonstrate customer centricity and a sense of urgency for time sensitive issues.
• Follow defined processes and use approved methods and tools for faster resolution of customers issues.
• Act as a liaison with the product support experts and customers to translate the issue and find a resolution.
• Communicate effectively in spoken/ written

  Portuguese language

  and English with our customers.
• Recognize repetitive customer issues and provide feedback internally for improving the product(s).
• Successfully complete training provided by the company.
• Provide training to the Tier 1 teams and increase the knowledge base by contributing to knowledge base articles.
• Consistently meet / exceed established operational goals and expectations shared by the company.
• Should be willing to work in shifts in a hybrid environment and on weekends/holidays, as required.
• Any other work as assigned by the manager.

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Excellent language fluency in

  Portuguese

  and English: Oral and Written.
• 2- 4 years experience in a technical support role.
• Bachelor s degree preferably in Computer science, Information Systems, or relevant work experience.
• Strong technical aptitude & time management skills
• Strong analytical and troubleshooting skills.
• Ability to build customer relationships and find customer- centric solutions with empathy.
• Ability to work under pressure.
• Exemplary customer service and conflict resolution skills.
• Awareness of American education system.
• Basic knowledge of and experience in SQL.

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accommodations@powerschool. com.