Remote Tier 1 Tech Support Specialist

SchoolMint; Lafayette (LA); Hybrid; USD 36,000 - 60,000; Full time

Job summary

SchoolMint, a remote/hybrid education technology company, is seeking a Tier 1 Technical Support Specialist to be the first point of contact for customers across major U.S. school districts.

You will diagnose issues, guide users through workflows, document resolutions, and escalate when needed, while building deep product expertise and contributing to self-service resources. This role offers exposure to a broad customer base and opportunities to influence support operations and product quality.

Responsibilities

• Serve as the first point of contact for customer inquiries via tickets, email, phone, and live chat.
• Foster a support experience where customers feel heard, informed, and confident in Technical Support.
• Follow up with customers to confirm resolution and reinforce confidence in the solution.
• Advocate for customer needs while balancing product capabilities and priorities.
• Investigate issues by asking diagnostic questions and reviewing system information.
• Escalate to Tier 2 or Tier 3 when deeper investigation is required.
• Document issues and collaborate with internal teams to drive resolution.

Skills

Customer support

Technical troubleshooting

Communication

Cross-functional collaboration

Job description

SchoolMint, a remote/hybrid education technology company, is seeking a Tier 1 Technical Support Specialist to be the first point of contact for customers across major U.S. school districts.

You will diagnose issues, guide users through workflows, document resolutions, and escalate when needed, while building deep product expertise and contributing to self-service resources. This role offers exposure to a broad customer base and opportunities to influence support operations and product quality.