Product Support Specialist - Hybrid

Founded in 1994, Mindex is a software development company with a rich history of demonstrated software and product development success. Our three divisions - Cloud, SchoolTool, and Software Development - are all rapidly growing, and our employee base is close to 400. We are ranked the Best Software Developer in the RBJ's 2022 Reader Rankings, the #1 Software Developer in the 2022 RBJ's Book of Lists, and a 2022 Certified Great Place to Work.

Mindex's SchoolTool division is responsible for New York State's market leading Student Management System (SMS), built from the ground up. Our team is involved in the full lifecycle of this product, including sales, training, support, and maintenance.

The Service Delivery Support Specialist provides exceptional support to SchoolTool partners (Regional Information Centers, BOCES and direct districts). The mission of the Service Delivery team is to exceed customer expectations and create positive and personalized experiences during every customer interaction.

Duties and Responsibilities

• Triages customer chat requests and help desk tickets for the SchoolTool application, including server and/or database troubleshooting (errors, profiling, etc.).
• Troubleshoots SchoolTool application-, 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.
• Monitors the Helpdesk ticketing system for SchoolTool issues and trends; collaborates with team members, training, and leads to develop documentation (e.g., FAQ) and suggest product enhancements.
• 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 (OKRs) and initiatives.
• Assists with customer meetings and attends conferences as a subject matter expert.
• Acts as the primary point of contact for assigned SchoolTool 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