Support Specialist (Full-Time, Remote)

‍The Position

We’re looking for a helpful, patient, and customer-focused Support Specialist to assist schools as they use jmc in their day-to-day work. This role is part of the Support department and helps customers through phone calls, in-app Intercom messages, support tickets, and email.

The right person will enjoy solving problems, explaining things clearly, and helping school staff feel more confident using jmc. This role is a good fit for someone who can listen carefully, ask good questions, follow through, and guide customers through the workflows they rely on to do their jobs.

You will work closely with other Support team members to provide timely, accurate, and thoughtful assistance to schools.

Preferred Qualifications

• Practical experience in K–12 education, school administration, school technology, customer support, software support, or equivalent hands-on experience.
• Experience using jmc or a similar student information system strongly preferred.
• Strong problem-solving skills and a desire to understand how systems and school workflows operate.
• Ability to explain technical or process-heavy topics clearly, patiently, and practically.
• Comfortable supporting customers by phone, email, ticket system, and in-app messaging.
• Able to provide 1:1 customer guidance or training when a question requires more detailed support.
• Strong communication and interpersonal skills, with the ability to build trust with school staff and internal team members.
• Organized and dependable, with strong follow-through on customer questions, tickets, and handoffs.
• Comfortable learning new product areas and asking questions in order to provide accurate support.

Responsibilities

Customer Support

• Respond to customer questions through phone calls, in-app Intercom messages, support tickets, and email.
• Help school staff troubleshoot issues, understand jmc workflows, and complete tasks successfully.
• Provide clear, practical answers that help customers feel supported and confident.
• Follow up on open questions and document customer interactions in the appropriate support systems.

Workflow Guidance & 1:1 Support

• Walk customers through jmc processes in a patient, step-by-step manner.
• Provide 1:1 guidance or training when a customer needs more detailed help.
• Lead engaging trainings that build user confidence with jmc tools and workflows.
• Recognize when a support question should be escalated or handed off to another team member.

Team Collaboration & Escalation

• Work closely with Support teammates to provide timely, consistent customer service.
• Collaborate with Support teammates and Development when a customer question requires additional product knowledge or escalation.
• Communicate clearly when a customer issue needs follow-up, escalation, or additional internal input.

Support Quality & Continuous Learning

• Stay current on jmc product updates, seasonal workflows, and school-year support needs.
• Follow established support processes for documenting questions, follow-up, and escalations.
• Share recurring customer questions or areas of confusion with Support leadership when patterns emerge.

Success in This Role Looks Like

• Customers receive timely, helpful, and accurate support.
• School staff feel heard, supported, and more confident using jmc.
• Support questions are handled with strong follow-through and clear communication.
• More in-depth customer questions are handled well through 1:1 guidance when needed.
• Support teammates trust that customer issues are being documented, followed up on, and escalated appropriately.
• Recurring customer questions and areas of confusion are shared with Support leadership when patterns emerge.

Location

This position is remote. jmc, Inc. is based in Lake City, Minnesota.

To Apply

Send your resume and a brief letter of introduction to hr@jmcinc.com.