Associate Support Specialist - Australia
Magnus Veracross, Australia
Job Description
Company Overview
Veracross is a private-equity-backed leading SaaS EdTech company that has grown 4x in size in 3 years and has consistent industry leading high retention rates. We serve front line educators with the only market disrupting open API single record architecture in the greater than $5B EdTech market. To date we have configured and deployed our product at over 1,000 leading private K-12 schools in over 20 countries.
Role Summary
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.
Job Responsibilities
- 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 plus
Benefits
- Our team is fully remote- everyone works from home
- 25 days holiday, plus public holidays
- Superannuation contribution (on top of base salary)
We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.