Hybrid Product Support Specialist

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About the role

  • Triage customer chat requests and help desk tickets for Mindex product applications including server and/or database troubleshooting (errors, profiling, etc.)
  • Troubleshoots Mindex product applications, server and database related tickets and escalates to Senior team members when further investigation and documentation is required.
  • Works with customers to document and reproduce issues; documents the scope and customer criticality of issues identified as defects/bugs.
  • Creates and executes SQL scripts and performs data manipulation (insertions, updates, and deletions) for troubleshooting purposes.
  • Assists in the deployment of custom reports and procedures.
  • Monitoring the Helpdesk ticketing system for Mindex product issues and trends, and collaborating with team members, training, and leads to develop documentation (e.g. FAQ)
  • Identifies product application, server, and database related trends in support issues and suggests product enhancements that will facilitate improved service.
  • Contributes to the management of critical incidents as needed to drive towards a solution or de-escalation of the incident, providing updates to internal and external stakeholders.
  • Contributes to development, planning and execution of departmental goals (OKR) and initiatives.
  • Assisting with customer meetings and attending conferences as a subject matter expert.
  • Act as the primary point of contact for assigned customers, as needed.

Requirements

  • Excellent technical troubleshooting and documentation skills
  • Advanced SQL Querying (SELECT, INSERT, UPDATE, DELETE with subqueries, temp. tables, cursors, functions, etc.)
  • A natural curiosity and willingness to learn
  • Strong initiative and follow-through skills
  • Strong focus on exceptional customer service
  • Stellar communication skills; ability to communicate at all levels within an organization
  • Highly organized and accurate
  • Bachelor's degree, or a combination of education and relevant work experience (preferably in a K-12 educational setting)
  • Experience providing technical support for a software product, preferably educational software (K-12)

Benefits

  • Health insurance and telemedicine
  • Paid holidays
  • Paid time off
  • 401k retirement savings plan and company match
  • Dental insurance
  • Vision insurance
  • Disability insurance
  • Life insurance and AD&D insurance
  • Paid family leave
  • Employee assistance program
  • Pre-tax flexible spending accounts
  • Health reimbursement account
  • **Mindex Perks**
  • Tickets to sporting events
  • Teambuilding events
  • Holiday and celebration parties
  • **Professional Development**
  • Leadership training
  • License to Udemy online training courses
  • Growth opportunities

Job title

Product Support Specialist

Job type

Experience level

Mid levelSenior

Salary

$52,000 - $72,000 per year

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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