The Product Support Specialist will focus on three key areas: helping schools with yearly technical maintenance tasks, investigating and troubleshooting potential errors reported by users, and acting as a first escalation point for customers.
The Product Support Specialist will be responsible for making sure schools and parents have a smooth, happy experience with SchoolMint. The position will provide excellent and attentive service, creating a prompt resolution to any issues our customers face.
Investigate and troubleshoot tier 2 software issues; answer support tickets (primarily by email) to help users resolve potential errors quickly and thoroughly.
Work with customers for year-over-year maintenance tasks such as data imports and preparing for new enrollment years.
Collaborate with QA, product, implementation, and engineering team members to investigate bugs, resolve user questions or issues, and communicate known issues to our customer success and support team members.
Develop user-facing and internal support guides and documentation.
Stay current and confident with all SchoolMint product updates, including premium features and customizations for enterprise customers.
Act as a voice for customers within SchoolMint; communicate clearly with customers about technical issues, questions, tasks, and resolutions.
Quickly and accurately determine the issue, scope, impact, and priority triaging to the right pathway & track issues to resolution.
To succeed in this role, you will need:
2-3 years of experience in client/customer support role with a SAAS software product
Excellent verbal & written communication skills, including the ability to clearly and confidently communicate technical information and work with enterprise customers and handle customer escalations with skill and compassion
Strong organizational skills; the ability to balance competing priorities and complete all tasks in a timely manner
Drive and persistence to investigate questions and track down solutions; curiosity to pursue solutions and learn new functionality as needed
Strong interest in data and technology, especially education technology
To share and identify with our core values
These skills will help you really excel in our team:
Data analysis using Microsoft Excel and/or Google Sheets
The ability to quickly learn new software products, systems, and workflows
Experience working with customers with a wide range of technical skills
Experience working with schools and/or school leadership teams