Customer Support Specialist

2 days ago

Apply Now

Receive Emails with Similar Jobs

Veracross

WebsiteLinkedInAll Job Openings

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

•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

Requirements

•Bachelor’s Degree or equivalent time in a customer service/technical support role •0-2 years experience working in customer support in the software industry with SaaS experience preferred •Direct experience in technical support troubleshooting or consulting with demonstrated high customer satisfaction. •Direct experience engaging with customers through remote work technologies including meeting applications, screen sharing, etc. •Demonstrated excellence in written and verbal English communication skills, with an ability to communicate technical details to people with a varying range of technical abilities •Ability to prioritise amongst tasks, and various channels of incoming work, remaining solution-focused and proactive even when under pressure •Strong organisational and time management skills with an ability to work autonomously and meet deadlines •Passionate about learning new software, able to build, retain, and apply knowledge across a variety of product areas •A team player that’s self-motivated, willing to learn and take ownership of own development •Demonstrated ability to operate independently with minimal guidance while performing your duties •Experience working within a collaborative team environment and contributing to positive company culture

Benefits

•Christmas break - take the days off between Christmas and New Years without dipping into any annual leave, whilst still receiving your normal pay. •Hybrid and flexible work arrangements •$100 annual wellness allowance •Office right near the beach stocked with snacks