Senior Client Support Analyst

Overview: Frontline Education is the leading provider of school administration software, empowering strategic K-12 leaders with the right tools, data and insights to proactively manage human capital, business operations and special education. Educational organizations representing over 80,000 schools and millions of educators, administrators and support personnel have partnered with Frontline Education in their efforts to develop the next generation of learners. Frontline is dedicated to driving engagement across K-12 school systems and supporting the continuous improvement of employee effectiveness and efficiency with solutions for proactive recruiting and hiring, absence and time, professional growth, student information systems, special education and interventions, payroll, benefits and financial management.Reporting to the Sr. Manager, Client Support, the Senior Client Support Analyst is 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. The successful candidate will utilize their strong communication, analytical and critical thinking skills to assist the Frontline Education Client Support team in supporting the solution and related applications. 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 deployment and ongoing use of Frontline Education solutions. The Senior Client Support Analyst must demonstrate a commitment to working through complex problems and complete tasks with a high level of accuracy and focus on satisfying the customer. Responsibilities:Proven detailed knowledge on all core processes within their assigned solution.Responsible for offering client best practices and a consultative approach to ongoing client support.Apply problem definition methodology and techniques to help clients define the scope of software problems.Understands and applies 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 client achieve goals and maximize results on both an ad-hoc and regular basis.Works with clients on in- app troubleshooting, consultation, or configuration/code changes independently for Tier 2 or above.Performs diagnostics with clients to collect information about problems to determine source of errors.Documents and logs issues or solutions, tracks cases to maintain client history within Zendesk tracking system and follow issue progress through resolution.Utilizes Salesforce and/or Netsuite to access historical client information.Demonstrates the ability to independently resolve complex issues.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.Manages and defuses critical client situations when handling ticket escalations due to issue complexity or client sentiment.Collaborates and develops effective working relationships with other Frontline Education staff or additional stakeholders on difficult issues as needed.Mentors newer team members on their client support approach and knowledge of the software solution through onboarding and on an ongoing basis.Works closely with other Frontline Education Customer Support team members to deliver outstanding support for dependently research and close cases within 3 months of employment at a rate deemed appropriate by the Team Lead/Manager.Identify patterns and behaviors that can impact a client''s experience, both positive and negative, and report them on a monthly basis to Manager.Applies knowledge base content to support interactions where applicable to lead clients to more self-service.Contributes to knowledge base material with a goal to reduce support volume and identifies any gaps in the Learning Centers.Is an active contributing member of the team to ensure overall department critical workload is completed across the team and overall Client SLAs are met.Lead on strategic projects as assigned by Client Success leadership.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.Embodies the company''s core values both internally and externally to Frontline Education.Requirements:Bachelors degree in related field required.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 SalesForce and/or Netsuite.Proven strong written and verbal communication skills.Experience with Frontline Education self-service options for clients.Experience with automatic job scheduling and workload automation.About Frontline EducationWe''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 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.Vision: A connected future for school administration that enables every leader, teacher, and student to thrive.Mission: Partnering with the education community by providing innovative technology and best practices to empower K-12 schools in their pursuit of excellence.Frontline Education is proud to be a drug free workplace and an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.

Created: 2025-10-04