Job Abstract

Location Requirements: Hybrid to Wayne Pennsylvania, Naperville Illinois, or Austin Texas. The SE II, Team Lead will be responsible for working hours within one of these time zones: Central, Pacific or Mountain time zone.

Your role on the team:

The Support Engineer II, Team Lead is a member of the Client Support Organization and reports to a Sr. Support Manager. The SE II, Team Lead is ultimately responsible for providing quality and efficient customer service to customers through the daily management of the support team which may include assisting in hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving with team members. Additionally, the SE II, Team Lead is responsible for assisting the Sr. Client Support Manager with development, analyses and implementation of staffing, training, scheduling, and reward/recognition programs within the department.

You can expect to:

• Consult with clients on data integration needs, analyze system capabilities partnered with client specifications and design the solution to customize features accordingly.?
• Major customizations work for clients such as submission handlers, web services, FTP server custom importing and reporting, and SSO configurations.
• Minor customizations work for client such as Job postings approval, graphical changes etc.?
• Create/modify customized reports as needed for client specific use:?
• Utilize SQL server to extract district data not available through front end solution.?
• Adjust existing data queries to meet client needs.?
• Make code adjustments as necessary to configure data integrations with external systems outside of Frontline.?
• Increased levels of database access used to manipulate and update data and/or system functionality.
• Investigate issues related to data integration between Frontline solutions, applying specific system expertise where appropriate:?
• Update data on impacted solutions and customize script to bridge solutions.?
• Evaluate, verify and test documented resolutions to ensure system integrity.?
• Analyze trends for ways to prevent future problems.
• Handle at or above average number of requests/projects for Support Engineer II-Technical Support Analyst group.?
• Identify and communicate training needs for Support Engineer III’s based on trends in ticket escalations.?
• Provide direct technical mentorship and feedback to Support Engineers.?
• Responsible for vetting bugs and defects, entering related problem and JIRA tickets (when appropriate), and communicating issues to Development and Product teams.
• Prioritizing bugs for Development team.?
• Identify billable/non-billable services to be delivered by Professional Services and submit requests to appropriate team.?
• Properly tag all requests with correct subcategory.?
• Escalate requests when needed due to client sentiment.?
• 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.?
• Assist support team in live queues during peak season; applicable key performance metrics for support specialist and analyst 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.?

Team Lead Responsibilities:

• 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. Client 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. Client Support Manager; to include phone and/or in-person interviews.

What you bring to the role:

• Detail oriented and self-motivated; ability to operate with little to no supervision.?
• Ability to effectively prioritize and execute tasks in a fast-paced environment.?
• Ability to manage multiple projects simultaneously with minimal supervision.?
• Experience in Project Management and/or Process Improvement (Six Sigma) is a plus.?
• Experience in Education or EdTech is a plus.
• DBA exposure is a bonus.?

This role requires:

• Bachelor’s Degree in related field.
• Minimum of three (3) years of experience manipulating data through SQL server or equivalent level of comparable experience.?
• SQL proficiency, including querying and writing functions.?
• Experience working with LDAP, SFTP, XML data (MapForce, XMLSpy a plus).?
• Experience working with custom VB-Based Reports and SQL Reports.?
• Proficient in Excel.?
• Understanding of basic programming concepts.?
• Strong analytical and problem-solving skills.?
• Strong communication skills including the ability to present to smaller groups.?

Who we are:

Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.

We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.

Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

The perks of being a Frontliner:

Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, and unlimited PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.