Technical Support Specialist

Job description

**About SchoolMint:** SchoolMint was founded by parents who experienced firsthand how difficult school enrollment could be and believed there had to be a better way. Today, more than 16,000 schools and organizations rely on SchoolMint to attract, enroll, and retain students while making the enrollment journey easier for millions of families nationwide. Headquartered in Lafayette, Louisiana, SchoolMint partners with schools, districts, and charter organizations to simplify operations and grow enrollment. Together, we help more students find their best-fit school and thrive. Our culture is grounded in our core values: *No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; and Embrace and Drive Change.* **Location: Remote in San Jose, Costa Rica / Hybrid in Lafayette LA.** Hours: Available to work core hours aligned with Central (CST) time zone **Role Overview:** As a Tier 1 Technical Support Specialist, you will serve as the first point of contact and primary owner of the customer support experience. You will work with a diverse customer base, including some of the largest school districts in the United States, to investigate technical challenges, understand customer workflows and deliver timely, accurate and consultative solutions. Beyond responding to tickets, you will develop deep expertise in our products. You will take initiative in diagnosing complex issues and helping customers use our technology more effectively. Every interaction with a customer should provide value, whether you are resolving an issue, recommending a better workflow, setting clear expectations or coordinating an effective escalation. You will resolve issues within the Tier 1 scope and partner closely with Tier 2 and Tier 3 specialists when deeper technical investigation or escalation management is required. You will also identify recurring issues, documentation gaps, and process improvements that can strengthen our products, support operations and provide customer self-service resources. **Key Responsibilities:** *Customer Support & Relationship Ownership* - Serve as the first point of contact and primary owner for customer inquiries received through tickets, email, phone, and live chat. - Foster a support experience in which customers feel heard, respected, informed, and confident in Technical Support as a partner in their success. - Follow up with customers to confirm resolution, address outstanding questions, and reinforce confidence in the solution. - Advocate for customer needs while balancing product capabilities, business priorities, and established support processes. *Technical Troubleshooting & Resolution* - Investigate issues by asking thoughtful diagnostic questions, reproducing reported behavior, and reviewing available system information. - Distinguish between user error, configuration issues, expected product behavior, and potential defects. - Research unfamiliar or complex issues using documentation, internal resources, testing environments, and prior cases before escalating. - Resolve issues within the Tier 1 scope by providing accurate, actionable guidance tailored to the customer’s goals and technical knowledge. - Build and maintain strong technical expertise across assigned products, configurations, integrations, and customer workflows. *Consultative Customer Guidance* - Add value to every interaction by helping customers resolve the immediate issue, improve their workflows, and prevent similar challenges. - Walk customers through troubleshooting and problem-solving processes using clear, accessible language. - Communicate technical concepts confidently to customers with varying levels of technical expertise. - Recommend relevant product capabilities, workflow best practices, and self-service resources when appropriate. *Escalation Ownership & Cross-Functional Collaboration* - Escalate issues to Tier 2 or Tier 3 when deeper technical investigation, defect validation, or escalation management is required. - Provide complete escalation details, including business impact, reproduction steps, troubleshooting completed, supporting evidence, and requested next steps. - Collaborate with Tier 2, Tier 3, Customer Success, Product, Engineering, and other internal teams to drive effective resolution. *Documentation & Operational Excellence* - Accurately document customer interactions, troubleshooting steps, resolutions, product feedback, and follow-up actions in the support system. - Meet established expectations for responsiveness, resolution quality, productivity, documentation, and customer satisfaction. - Follow established support processes while identifying opportunities to improve efficiency, consistency, and service quality. - Manage competing priorities with appropriate urgency, accuracy, and attention to detail. *Continuous Improvement & Product Expertise* - Identify recurring issues, emerging trends, and opportunities to improve product functionality, internal processes, training, and customer resources. - Create and improve knowledge-base content that enables customers and internal teams to resolve common questions more efficiently. - Participate in product testing and provide actionable feedback on usability, functionality, and support readiness. - Take ownership of ongoing product learning and actively develop the technical expertise required to support increasingly complex customer needs. **About You:** - 1-2 years of experience in technical support, SaaS support, help desk or other customer-facing technical role. - Demonstrated technical aptitude and ability to quickly learn complex software products, configurations, integrations and workflows. - Strong problem solving skills including the ability to investigate issues, identify patterns, test solutions and determine when escalation is needed. - Initiative and resourcefulness to research unfamiliar issues and work toward resolution with limited direction. - Excellent written and verbal English communication skills with the ability to explain technical concepts clearly to varied audiences. - Strong listening and questioning skills to uncover the customer’s underlying problem, business impact and desired outcome. - Customer-focused, consultative approach that emphasizes ownership, follow-through, and value in every interaction. - Ability to manage competing priorities and simultaneous customer interactions across phone, chat, email, and ticketing channels. - Strong organization, time management, attention to detail, and technical documentation skills. - Adaptability, openness to coaching, and commitment to continuously developing product and technical expertise. - Experience with SaaS products, browser developer tools, application logs, APIs, integrations, SQL, or education technology is a plus. Why SchoolMint: Join a supportive, mission-driven company that values growth, collaboration, and innovation. Here’s what you’ll enjoy as part of the SchoolMint team: United States - Comprehensive Health Benefits: Medical, Dental, Vision, Employee Paid Life Insurance, and Disability Insurance. - Paid Time Off Benefits: PTO, Sick Days, Floating Holidays, Volunteer Day, and Winter Recess. - 401(k): Including employer contribution after a 90-day waiting period. - Professional Development: Educational Assistance Program, industry conference access, and internal training resources. - Inclusive Culture: Work in a *no-jerks-allowed* environment where teamwork and creativity are central to our success. - Recruitment: Referral bonus program. Costa Rica - Comprehensive Health Benefits: Private medical and life insurance - Paid Time Off Benefits: 12 legal vacation days, 3 extra days a year, Tenure PTO, 5 Sick Days, Wellness Floating Holidays, Birthday Holiday, Volunteer Day and Winter Recess. - Professional Development: Educational Assistance Program, industry conference access, and internal training resources. - Inclusive Culture: Work in a *no-jerks-allowed* environment where teamwork and creativity are central to our success. Includes a once per quarter optional co-work lunch. - Recruitment: Referral bonus program.