Technical Support Specialist

About SchoolMint:

SchoolMint is a leading provider of Strategic Enrollment Management solutions for K-12 schools and districts, helping educators build brighter, more sustainable futures. Our award-winning SaaS solutions empower schools—both district and charter—to attract, enroll, and retain students effectively. SchoolMint’s mission is built on our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change. These values are the foundation of our positive, collaborative culture and commitment to exceptional customer service.

Role Overview:

As a Technical Support Specialist, you will be responsible for customer support activities, including customer communication, bug triage, enhancement requests, and follow up. You will identify documentation or processes needed to make Customer Support self-service to our customers. 

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. This role will be the primary touchpoint for all customers requiring support.

Responsibilities

• Research, resolve, and respond to end-user issues/problems received via email, ticket support, phone call, and live chat.
• 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 T2 tier when a resolution is not possible or an application bug is suspected.
• Follow existing processes to document and report issues/feedback to the internal team.
• Prioritize, answer, and implement creative solutions for customers.
• Respond to email and chat 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.
• Log call/issue information for record keeping.
• Meet and maintain productivity goals and expected satisfaction rating from customers.
• Identify areas to enhance existing processes and workflows.
• Serve as a liaison and advocate for our customers to the rest of the CSM team and company.
• Foster a collaborative environment where customers feel cared for, respected and heard.
• Maximize customer satisfaction through timely and accurate resolution of customer inquiries/issues.

Qualifications

• 0-2 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, chat, email support and technical writing
• Excellent written and verbal communication, as well as strong listening skills.
• Ability to handle multiple priorities.
• 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.
• Ability to multitask and manage simultaneous customer interactions across multiple support channels, specifically navigating live phone calls and web chats at the same time.
• 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
• Remote job (within Costa Rica)
• Quarterly co-working & lunch
• Winter Recess: company holiday between Xmas - New Years
• Generous time off package