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Technical Support Specialist


Role Summary

Full-time. Location: Wakefield, Massachusetts (15 miles north of Boston) If interested contact careers@veracross.com.

Members of the Technical Response Team provide well-informed and timely responses to client questions and issue and act as a crucial link between internal engineering teams and product users. This individual applies his/her mastery of the product to the vision and unique needs of the client in order to develop and implement software solutions that meet the immediate and long-term needs of the customer.


What You Will Be Doing

Operational Management:
  • Field incoming help requests from end users via the Veracross client portal
  • Assist clients with troubleshooting and configuration of system
  • Test fixes to ensure problem has been adequately resolved.
  • Prioritize and schedule problems. Escalate problems (when required) to the
    appropriately experienced technician.
  • If necessary, summarize request and send to account manager for further conversation with the client.
Client Relationship Management:
  • Interfaces effectively with clients in a manner that promotes trust, attentiveness, competence and successful long-term relationships.
  • Utilizes listening skills to fully elicit client goals; ensures that all technical work is based on sound logic and thorough understanding of a school’s needs.
  • Collaborates with the engineer to present strategic creative ideas to the client
Technical Proficiency:
  • Expertly guides the client through the software learning curve. Anticipates areas of fit as well as potential concerns. Troubleshoots system glitches with clients.
  • Effectively filters communication between school contacts and engineers. Delivers clear and concise information to engineers, translating client issues into technical language and/or specifications.
  • Tracks all data generated from each job and makes sure it is up-to-date and complete in order to facilitate timely client billing.

Requirements

  • BA or BS degree from an accredited college in liberal arts, business or information technology.
  • Demonstrated skill in relationship-building through work or internship experience.
  • Demonstrated aptitude for using, teaching, and communicating information involving technologically sophisticated software.
  • Ability to work autonomously, make independent decisions and lead a project.
  • Must be organized, efficient and have great attention to detail. Solid understanding of client support/customer service.

Working at Veracross

  • Competitive salary
  • Opportunity to grow into positions of greater responsibility
  • Health, vision, and dental
  • Great hardware: Top of the line equipment, 30” monitors or cinema displays, a GeekDesk to stand or sit as you please
  • Awesome coworkers and a healthy work 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