Technical Support Specialist

hace 1 mes

San José, Costa Rica SchoolMint A tiempo completo

SchoolMint is a leader in the K-12 Ed-tech space offering best-in-class SaaS solutions centered on Strategic Enrollment Management. Driven by our mission to help educators create bright, more sustainable futures, SchoolMint provides solutions that help K-12 districts and schools attract and enroll more students and families and retain them for years to come. 

 

We are a fast-growing and established EdTech company rooted strongly in our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change. We take these values seriously and use them as the foundation in everything we do.  SchoolMint is dedicated to delighting our customers with award-winning products and top-notch customer service.

 

Job Description

You will be responsible for all customer support activities including customer communication, bug triage, reporting issues to development, enhancement requests, and follow up. You will identify documentation or processes needed to make Technical Support self-service to our customers (ex. Tips & Tricks). You will conduct Quality Assurance (QA) activities to ensure that we are improving customer experience before feature release / bug fixes.

You will help own our customer relationships, solve business problems with some of the largest school districts in the US, in order to understand their existing processes, business goals and areas of opportunity. You will primarily support our Positive Classroom products in Technical Support. 

What You Will Do?

  • Research, resolve, and respond to end-user issues/problems received via escalated tickets from the T1 team.
  • Validate steps to reproduce customer’s concern to confirm application behavior and conduct preliminary review of console and logs to identify potential cause.
  • Ask clarifying questions to determine the nature of the problem and to be able to provide a solution.
  • Escalate tickets to development when needed. Work with developers and clients until the issue is resolved.
  • Manage Customer communication for complex, strategic/high-profile, or long-running customer tickets that may require interaction with software engineering.
  • Responsible for the customer support escalation experience.
  • Assist in solving customers technical issues, using collaboration troubleshooting best practices and transparency within and across the team. 
  • Follow existing processes to document and report issues/feedback to the internal team.
  • Prioritize, answer, and implement creative solutions for customers.
  • Respond to email messages and answer calls from customers seeking help.
  • Participate in testing of new and updated products and provide feedback.
  • Walk customers through problem-solving processes and consult on workflow best practices.
  • Follow up with customers to ensure the issue has been resolved.
About You:
  • 3-5 years of technical support experience - Software support/SaaS (Bonus).
  • 1-3 years of experience working in a remote environment is preferred.
  • Fluency in English for phone and email support and technical writing
  • 1-3 years experience writing SQL queries for large data sets (bonus).
  • Familiarity with a support ticketing system - Jira.
  • Excellence in written and verbal communication, as well as strong listening skills.
  • Ability to handle multiple priorities.
  • Work collaboratively with other departments (e.g. Engineering, Product, Sales).
  • Perform in an effective and timely manner all the tasks required.
  • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions.
  • You are a true problem solver and have the ability to solve difficult issues with little supervision.
  • Exceptional project management abilities including time management, organization and attention to detail.
  • Flexibility and a willingness to operate/thrive in a sometimes ambiguous environment.
  • Strong interest in data and technology, especially education technology.

Some Awesome Perks:

  • Private medical and life insurance
  • Referral bonus program
  • Educational Assistance Program
  • Remote job (within Costa Rica)
  • 1x month optional co-working & lunch
  • Winter Recess: company holiday between Xmas - New Years
  • Generous time off package: 12 legal vacation days, 3 extra days a year, Tenure PTO, 5 Sick Days, Wellness Floating Holidays, Birthday Holiday, Volunteer Day.

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