About Our Client:
This organization operates in the education technology sector, focusing on software solutions for K-12 educational institutions. It addresses challenges in managing special education, academic intervention services, and Medicaid billing compliance by providing a suite of products designed to support school districts and educational agencies. Their platforms facilitate data-driven decision-making and regulatory compliance, impacting the operational effectiveness of educational programs.
About the Opportunity:
The PRODUCT SUPPORT SPECIALIST role is responsible for delivering functional and technical support across the organization's K-12 education software suite. This position focuses on assisting users with applications related to special education, academic intervention, and Medicaid compliance. The specialist ensures effective issue resolution, supports customer adoption, and contributes to improving product performance and service quality.
Responsibilities:
- Respond to customer chat requests and service desk tickets involving product applications and server/database troubleshooting
- Troubleshoot issues and escalate complex cases as needed
- Work with customers to document and reproduce problems
- Assist in deploying custom reports and procedures
- Monitor ticket trends and collaborate on documentation and training materials
- Identify recurring issues and suggest product improvements
- Support critical incident management and communication
- Participate in departmental goal planning and execution
- Attend customer meetings and conferences as a subject matter expert
- Serve as the primary contact for assigned customers when required
Requirements:
- Bachelor's degree or equivalent education and relevant experience, preferably in K-12 education
- Experience providing technical support for software products, ideally in the educational sector
- Knowledge of special education processes, intervention services, and Medicaid reimbursement within educational settings
- Strong customer service and communication skills
- Technical troubleshooting and documentation capabilities
- Highly organized with strong initiative and follow-through
Pay Range and Compensation Package:
- $52,000 - $72,000
Benefits & Perks:
- Flexible time off
- Medical, dental, and vision insurance
- 401(k) with company match
- Company-paid life and disability insurance
- Professional development opportunities
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.