[Hiring] Product Support Specialist @Mindex

Role Description

Mindex is looking for an experienced Support Specialist who provides exceptional functional and technical support across our K-12 education product suite, including SchoolTool, Advanced Analytics, Mindex Integration Platform, ClearTrack, and MTSS Edge. This Support Specialist will have a primary focus on (but not limited to) Special Education (SPED), Academic Intervention Services (AIS), and Medicaid billing and compliance applications. This role serves as a trusted resource for school districts, educational agencies, and internal teams by troubleshooting application issues, providing product guidance, supporting regulatory compliance workflows, and ensuring successful customer adoption of software solutions.

Qualifications

• Strong customer service skills
• Experience supporting K-12 educational programs
• Understanding of special education processes, intervention services, and Medicaid reimbursement requirements within educational settings
• 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)
• Knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings

Requirements

• Triage customer chat requests and service 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 the next level 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
• Assists in the deployment of custom reports and procedures
• Monitoring the Service Desk ticketing system for Mindex product issues and trends, and collaborating with team members, training, and developing 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
• Excellent technical troubleshooting and documentation skills
• 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

Benefits

• Flexible Time Off
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Company-Paid Life and Disability Insurance
• Professional Development Opportunities

Additional Information

• Applicants must be authorized to work for any employer in the United States. Mindex is unable to sponsor employment visas at this time.
• Prolonged periods sitting at a desk and working on a computer.
• No heavy lifting is expected. Exertion of up to 10 lbs.