Product Support Specialist - Hybrid (Req. #734)

Founded in 1994 and celebrating 30 years in business, Mindex is a software development company with a rich history of demonstrated software and product development success. We specialize in agile software development, cloud professional services, and creating our own innovative products. We are proud to be recognized as the #1 Software Developer in the 2023 RBJ's Book of Lists and ranked 27th in Rochester Chamber’s Top 100 Companies. Additionally, we have maintained our certification as a Great Place to Work for consecutive years in a row. Our list of satisfied clients and #ROCstar employees are both rapidly growing— Are you next to join our team?

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

Essential Functions:

• Triage customer chat requests and help 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 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.
• Monitoring the Helpdesk ticketing system for Mindex product issues and trends, and collaborating with team members, training, and leads to develop 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
• 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)

Physical Conditions/Requirements:

• Prolonged periods sitting at a desk and working on a computer
• No heavy lifting is expected. Exertion of up to 10 lbs.

• 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

The band range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, education, experience, training, certifications, internal equity, and other business and organizational needs. It is not typical for an individual to be hired at, or near, the top of the range for their role; and compensation decisions are dependent on the facts and circumstances of each case. The range for this role is $52,000 - $72,000.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor, or take over sponsorship of an employment Visa at this time.