Support Specialist Jobs

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 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. They become proficient in the inner-workings of independent schools, applying their intermediate knowledge of a product area and general understanding of the entire software 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 Support Specialist reports directly to the Technical Support Manager.
Job Responsibilities

• Ask customers targeted questions to quickly understand and diagnose the root of a problem
• Communicate internally with the support engineering team to escalate issues that cannot be resolved by a specialist
• Interact directly with customers via several channels, including a ticketing system and Zoom calls or meetings, building relationships by consistently demonstrating expertise and professionalism
• Identify, prioritize, and log system bugs for the product team
• Rotate among support specialist teams to gain an intermediate understanding of all software modules and how schools use the system, with an eye toward specialization in one area
• Analyze client requests, replicating, researching, and resolving advanced technical problems and questions and guiding the client to our knowledgebase solutions whenever possible
• Manage and prioritize multiple open cases at one time
• Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies
• Provide prompt and accurate responses to clients, tracking cases through resolution within company SLA guidelines

Requirements

• Demonstrated success working in and contributing to a positive team environment
• Prior experience in one or more of the following Veracross core product areas: Academics, Admissions, Business, Development
• Demonstrated success in the support specialist role, evidenced by consistently high satisfaction ratings for client interactions
• Demonstrated analytical and general software problem-solving skills
• Industry knowledge of the K-12 private school sector and other education SaaS products a plus
• 2-3 years experience working in client support in the software industry
• Demonstrated success in providing effective and efficient direct client support, demonstrated by consistently meeting case resolution and SLA metrics.
• Demonstrated excellent written and verbal communication skills, able to communicate technical details to people with a varying range of technical ability
• Bachelor’s Degree or equivalent customer service experience

Benefits

• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• 3 weeks of vacation per year
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits
• Gym in the Wakefield Office
• Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
• Top tier benefits -

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.