Support Technician
Job Details
Remote - Irvine, CA
Full Time
Description

Are you ready to make a difference? MIND Research Institute, the creators of ST Math, is looking for a highly effective Support Technician that can think outside the box and be excited to provide solutions to challenges when they arise. Join us in our mission to ensure that all students are mathematically equipped to solve the world’s most challenging problems! 

MIND Research Institute is currently seeking a driven, innovative, and motivated problem solver to add to our team. Support Technicians are responsible for answering questions from our partners and investigating and documenting their issues and feedback.  They also work to create resources to help users get the most out of ST Math.

Most importantly, the right candidate will embody MIND’s core values:

People:  Maintain a positive, professional, and empathetic attitude for customers at all times. Practice active listening and help educators clarify their questions and concerns. Collaborate with different departments across the organization to shape the future of our product. Support the organization's initiatives to create a strong, inclusive culture as we continue to learn, grow, and move forward together.

Problem-Solving: Prioritize projects as you balance the needs of multiple internal and external requests, and investigate reports of issues from the field.  Keep detailed notes on incoming cases while monitoring trends.  Confidently utilize tools to investigate and troubleshoot issues

Learning: Quickly assimilate new information and stay abreast of product changes. Contribute to the company knowledge base by creating and improving pre-written solutions for use in cases.

Our ideal candidate will have:

Experience and Qualifications:

  • Demonstrated success at managing multiple projects simultaneously

  • Strong customer service skills

  • Zendesk experience preferred

  • Experience in K-12 Education and technology a plus

After reading about the opportunity on our team, are you more excited than you were before? Does your work reflect your commitment to diversity, equity, and inclusion inside and outside of the classroom? Still saying “Yes!”? Then we absolutely want to talk with you!

This position reports to the manager of technical support and will be a fully remote role.  This role can be anywhere in the United States.  This shift will start at 8 am Eastern/5 am Pacific.

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