Associate Support Specialist

March 20

Veracross

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Unify your school with Veracross, a fully integrated, 100% web-based Student Information System.

EdTech • School Information Systems (SIS) • Student Health Records (SHR)

51 - 200

Description

• Veracross Associate Support Specialists provide the first level of customer support, working on our Technical Support Team to provide well-informed and timely responses to customer questions and issues. They act as a crucial link between internal engineering teams and product users. This individual applies their basic knowledge of a product area to the unique needs of the customer in order to guide users to resolutions. This position requires analytical and general software problem-solving skills and a commitment to service and quality. The Associate Support Specialist reports directly to the Technical Support Manager. • Interact directly with customers via several channels, including a ticketing system and Zoom calls or meetings, building relationships by consistently demonstrating expertise and professionalism • Manage and prioritize multiple open cases at one time • Ask customers targeted questions to quickly understand and diagnose the root of a problem • Analyze customer requests, replicating, researching, and resolving technical problems and questions and guiding the client to our knowledgebase solutions whenever possible • Provide prompt and accurate responses to clients, tracking cases through resolution within company SLA guidelines • Collaborate with the support consultant and support engineering teams to escalate issues that cannot be resolved by a specialist • Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies • Identify and log system bugs for the product team • Gain a detailed understanding of at least one support specialist team with knowledge of those software modules and how they are used by schools

Requirements

• Bachelor’s Degree or equivalent customer service experience • 0-2 years of experience working in client support in the software industry • Demonstrated aptitude for using, teaching, and communicating information about technologically sophisticated software to non-technical users • Demonstrated excellent written and verbal communication skills • Passionate about learning new software, able to build, retain, and apply knowledge across a variety of product areas • Demonstrated problem-solving skills, able to analyze customer requests and provide them with timely resolutions • Highly motivated with the ability to work both independently and collaboratively as a member of a team in an open space environment. • Friendly with a positive attitude and a desire to contribute to a positive community culture • Industry knowledge of the K-12 private school sector and other education SaaS products a pl • This role is based in Australia, and citizenship or permanent residence is required

Benefits

• 25 days holiday, plus public holidays • Superannuation contribution (on top of base salary)