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

• Evaluates, prioritizes, and responds to incoming community posts and support cases related to users experiencing problems with hardware, software, networking and other computer-related technologies 
• Recognizes problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team  
• Creates documentation for customers on new Community features and updates  
• Posts PowerSchool communications on the Community 
• Participates in the release UAT process and daily testing of features to ensure consistent Community functionality 
• Becomes proficient in Moderator tools to assist customers, the Community team, and other PowerSchool staff on issues related to access and settings 
• Becomes proficient in more than one PowerSchool product to ensure knowledgeable responses to Community posts 
• Becomes proficient in Operation and PD+ case handling to ensure timely and accurate responses on cases 
• Tracks community daily activity to ensure accurate Community reporting 
• Flexibility to work at variably changing shift times 
• Ability to work on certain holidays when requested 
• All other duties as assigned, including special projects and other community tasks.