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.

 

Key Responsibilities:

  • 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.

 

Qualifications

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

 

Additional Qualifications

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
  • Experience working in a start-up environment

 

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