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.

Requirements

Physical Conditions / Requirements :

Benefits

Mindex Perks

Professional Development

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.