Customer Service Coordinator at BAM improving client service through Site Solutions Hub. Handling transactions, customer queries, and ensuring first - class customer experience in Kilsyth.
About the role
- Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product-related issues in a hybrid work environment.
Responsibilities
- 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
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Experience level
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Degree requirement
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Location requirements
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