Associate Support Specialist
vor 19 Stunden
Company Description : 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.
Position Description : 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. #J-18808-Ljbffr
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