Support Engineer III, Team Lead - Frontline Education

Description

• Assist support team in live queues during peak season; applicable key performance metrics for support specialist role apply during this time.  
• 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 laisse 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.  
• Be a culture carrier, embodying the company's core values internally and externally.  
• Contribute to the creation of internal and external documentation for complex issues and technical services.  
  • Include knowledge base content on each request as appropriate and communicate identified gaps in knowledge base content.  

• Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.  
• Motivate & inspire team members through servant leadership and by being an example.  
• Active in the chat, phone and ticket queues 50% of time. Ensure tickets are responded to within SLA’s, assist with scheduling, fill in for people who are out of the office and handle escalations due to client sentiment.  
• Provide daily direction and communication to employees so that customer interactions are handled in a timely, efficient and knowledgeable manner.   
• Schedule routine 1:1 sessions with each team member in order to provide the following:  
  • Statistical and performance feedback and coaching on a regular basis   
  • Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution  
• Ensure employees have appropriate training and other resources to perform their jobs.   
• Assist Sr. Support Manager with daily operation of the customer experience to include the development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs.   
• Participate in the new hire recruitment process as needed with the Sr. Support Manager; to include phone and/or in-person interviews.  
• Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.  
• Perform the D4G performance review process; which includes writing and delivering reviews with Sr. Support Manager or contributing comments on employee performance.  
• Work collaboratively with Sr Support Manager to address any employee performance concerns; work directly with employee to coach and mentor them with goal of driving performance back up to set standards.  
• Approve employee time off requests while ensuring team remains properly staffed at all times.  
• Work as a member/leader of special or on-going projects that are important to area/process improvement.  
• Use appropriate judgment in upward communication regarding department or employee concerns.  

• Detail oriented and self-motivated; ability to operate with little to no supervision.  
• Ability to stay organized and manage deadlines on multiple simultaneous projects.  
• Ability to effectively prioritize and execute tasks in a fast-paced environment.  
• Ability to assess team members’ performance and provide motivational support and direction.  
• Ability to interface with individuals at all levels within an organization, including senior management and technical roles.  
• Strong communication skills including the ability to present to smaller groups.  
• Experience in Project Management and/or Process Improvement (Six Sigma) is a plus.  
• Experience in Education or EdTech is a plus. 

• Bachelor’s Degree in related field.  
• Minimum of five (5) years of prior relevant experience.  
• SQL Server skills: advanced 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.