Product Support Specialist - Remote

The company is looking for an experienced Support Specialist who provides exceptional functional and technical support across out K-12 education product suite, including SchoolTool, Advanced Analytics, the company Integration Platform, ClearTrack, and MTSS Edge. This Support Specialist will have a primary focus on (but not limited to) Special Education (SPED), Academic Intervention Services (AIS), and Medicaid billing and compliance applications. This role serves as a trusted resource for school districts, educational agencies, and internal teams by troubleshooting application issues, providing product guidance, supporting regulatory compliance workflows, and ensuring successful customer adoption of software solutions.

The ideal candidate possesses strong customer service skills, experience supporting K-12 educational programs, and an understanding of special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.

We welcome candidates from a variety of locations; however, all candidates should be open to occasional in-person participation for business meetings, team events, or collaboration opportunities. Candidates located within approximately 35 miles of Rochester, NY may be asked to work from the office more frequently based on business or team needs.

Compensation

$52,000 - $72,000

What You'll Accomplish

• Triage customer chat requests and service desk tickets for the company product applications including server and/or database troubleshooting (errors, profiling, etc.)

• Troubleshoots the company product applications, server and database related tickets and escalates to the next level 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.

• Assists in the deployment of custom reports and procedures.

• Monitoring the Service Desk ticketing system for the company product issues and trends, and collaborating with team members, training, and developing 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

• Excellent technical troubleshooting and documentation skills

• 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)

• Knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.

Education & Experience

• 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)

• Knowledge and experience in special education processes, intervention services, and Medicaid reimbursement requirements within educational settings.

Why Join the company?

For more than 30 years, the company has helped organizations solve complex business challenges through custom software, cloud, data, and AI solutions. We combine deep technical expertise with a collaborative culture that empowers our employees to innovate, grow, and make a meaningful impact for our clients.

In our Product division, our teams have built platforms such as SchoolTool, Advanced Analytics, and our Integrations Platform from the ground up, while also supporting solutions like MTSS Edge and ClearTrack that help schools and organizations make smarter, data-driven decisions

Benefits

• Flexible Time Off

• Medical, Dental, and Vision Insurance

• 401(k) with Company Match

• Company-Paid Life and Disability Insurance

• Professional Development Opportunities

Additional Information

Applicants must be authorized to work for any employer in the United States. The company is unable to sponsor employment visas at this time.

Physical Requirements/Conditions

• Prolonged periods sitting at a desk and working on a computer.

• No heavy lifting is expected. Exertion of up to 10 lbs.