Product Support Specialist
New
M
MindexK-12 education software
Workable workplace: remote; Workable locations: Rochester, New York, United StatesFull-Time
Salary52,000 - 72,000 USD per year
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Job Details
- Required Skills
- DocumentationCustomer serviceTechnical support
Requirements
- Have a bachelor's degree or a combination of education and relevant work experience.
- Bring experience providing technical support for a software product; educational software experience is preferred.
- Have knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.
- Demonstrate technical troubleshooting and documentation skills.
- Show curiosity and willingness to learn.
- Demonstrate initiative and follow-through.
- Bring a strong focus on customer service.
- Have strong communication skills and the ability to communicate at all levels within an organization.
- Be highly organized and accurate.
Responsibilities
- Triage customer chat requests and service desk tickets for Mindex product applications.
- Troubleshoot application, server, and database issues, and escalate tickets requiring further investigation.
- Work with customers to document and reproduce issues and record the scope and criticality of defects.
- Assist with deployment of custom reports and procedures.
- Monitor service desk tickets for product issues and trends, and collaborate with team members on training and documentation such as FAQs.
- Identify trends in application, server, and database support issues and suggest product enhancements.
- Contribute to critical incident management and provide updates to internal and external stakeholders.
- Contribute to departmental goals and initiatives.
- Assist with customer meetings and attend conferences as a subject matter expert.
- Act as the primary point of contact for assigned customers as needed.
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