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Associate Support Specialist


Company Overview

Veracross is a PE-backed leading provider of a SaaS-based school information system (SIS) platform for independent schools. Designed specifically to meet the unique needs of independent schools, Veracross combines the power of a truly integrated database with personalized, data-driven communication tools. To date, we have configured and deployed our system at over 250 leading private K-12 schools in over 20 countries through a powerful, leveraged, and elegant architecture unique in our industry.

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 client questions and issues. They act as a crucial link between internal engineering teams and product users. This individual applies his/her basic knowledge of a product area to the unique needs of the client 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 a ticketing system, 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 client 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

· Communicate internally with the support engineering team 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, prioritize, and log system bugs for the product team

  • Rotate among support specialist teams to gain a general understanding of all software modules and how schools use the system

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
  • Passionate about learning new software, able to build, retain, and apply knowledge across a variety of product areas
  • Passionate about problem-solving, able to analyze customer requests and provide them with timely resolutions
  • 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

· Highly motivated with the ability to work both independently and collaboratively as a member of a team in an open space environment.

Image001

401 Edgewater Place

Suite 360

Wakefield, MA 01880

866.492.3463

Image001

401 Edgewater Place

Suite 360

Wakefield, MA 01880

866.492.3463