Customer Support Specialist
Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.
We are a growing, values-led community of 350 employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we’re succeeding! As of early 2024, we are supporting 3200+ schools in 60 countries.
Veracross is five product brands in one global tech company
Veracross SIS is a one-person, one-record school management platform
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Role Summary
As one of the first points of contact for clients, our Digistorm Customer Support Specialists need to provide outstanding service, ensuring the highest possible customer satisfaction and relationships built on consistent service quality and trust. This includes resolving or triaging customer queries or complaints via Intercom, email, phone or Zoom.
To be successful in this role, you’ll need to have an enthusiasm for everything that’s important to our clients. This means being tech savvy, analytical, solution-focused and committed to flawless communication.
As a hybrid position, you’ll have access to our dreamy Gold Coast office, while also having flexible options to work from home (though there will be an initial work-from-office period expected during your onboarding).
Job Responsibilities
Interact directly with customers via ticketing, chat, or phone, delivering great customer service by demonstrating technical and subject matter expertise
Manage and prioritise multiple open cases at one time
Ask customers targeted questions to quickly understand and diagnose the root of a problem
Analyse customer requests, replicating, researching, and resolving technical problems and questions and guiding the client to our Support Hub or Digistorm University solutions whenever possible
Provide prompt and accurate responses to clients, tracking cases through resolution within company SLA guidelines
Collaborate with other support specialists and Level 2 support teams to escalate issues that cannot be resolved on own
Identify, update, and maintain internal and external knowledge bases in order to improve support documentation deficiencies
Identify and log system bugs for the product team
Over time, gain a detailed understanding of Digistorm’s three core products and how they are used by schools
Communicate and collaborate with internal teams, escalating technical issues via internal processes when unable to resolve