Product Support Specialist

🔥 1 minute ago

🗽 New York – Remote

🗽 New York – Remote

💵 $52k - $72k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mindex

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

☁️ SaaS

📚 Education

🏢 Enterprise

SaaS • Education • Enterprise

Mindex is a leading software development company based in Rochester, NY, recognized as the #1 software developer in the region. The company specializes in innovative software and product development services, including full-stack agile development, cloud professional services, and integrations. Mindex is renowned for its flagship product, SchoolTool, a comprehensive K-12 student management system widely used by New York State school districts. As an AWS Advanced Services Partner, Mindex is committed to building smarter, modern solutions with expertise in cloud development and application modernization. The company's reputation is built on its ability to deliver cutting-edge technology and software solutions for enterprise organizations, positioning it as a preferred vendor for both private and public sector clients.

📋 Description

• Triage customer chat requests and service desk tickets for Mindex product applications, including server and/or database troubleshooting • Troubleshoot Mindex product applications and server- and database-related tickets, escalating when further investigation and documentation are required • Work with customers to document and reproduce issues; document the scope and customer criticality of defects and bugs • Assist in deploying custom reports and procedures • Monitor the Service Desk ticketing system for product issues and trends • Collaborate with team members on training and documentation, including FAQs • Identify product application, server, and database-related trends and suggest product enhancements • Contribute to critical incident management and provide updates to internal and external stakeholders • Contribute to departmental goals, OKRs, and initiatives • Assist with customer meetings and attend 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 • 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) • Knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings • Must be authorized to work for any employer in the United States • Mindex is unable to sponsor employment visas at this time

🏖️ Benefits

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