Product Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage customer chat inquiries and service desk tickets related to Mindex product applications, which include server and database troubleshooting.

• Diagnose issues with Mindex product applications and server- and database-related tickets, escalating when additional investigation and documentation are necessary.

• Collaborate with customers to document and replicate issues; record the scope and customer importance of defects and bugs.

• Support the deployment of custom reports and procedures.

• Keep an eye on the Service Desk ticketing system for product-related issues and trends.

• Work with team members on training and documentation efforts, including FAQs.

• Recognize trends related to product applications, servers, and databases, and propose enhancements.

• Play a role in critical incident management and provide updates to both internal and external stakeholders.

• Contribute to departmental objectives, OKRs, and initiatives.

• Support customer meetings and represent as a subject matter expert at conferences.

• Serve as the primary contact for designated customers as needed.

⛳️ Requirements

• Exceptional technical troubleshooting and documentation abilities.

• A natural inclination for curiosity and a desire to learn.

• Strong initiative and the ability to follow through on tasks.

• A commitment to delivering outstanding customer service.

• Excellent communication skills; capability to interact at all levels within an organization.

• Highly organized and detail-oriented.

• Bachelor’s degree, or a mix of education and relevant work experience (preferably within a K-12 educational environment).

• Experience in providing technical support for a software product, ideally within educational software (K-12).

• Familiarity with special education processes, intervention services, and Medicaid reimbursement requirements in educational contexts.

• Must have authorization to work for any employer in the United States.

• Mindex is currently unable to sponsor employment visas.

🏝️ Benefits

• Flexible Time Off

• Medical, Dental, and Vision Insurance

• 401(k) with Company Match

• Company-Paid Life and Disability Insurance

• Professional Development Opportunities