Support Specialist

5 days ago

Brisbane, Queensland, Australia Veracross Full time
Job Summary

We are seeking a highly skilled and customer-focused Technical Support Associate - Accounting and Payments to join our Veracross Technical Support Team (TST). As a key member of our team, you will provide exceptional support to our customers, ensuring they receive timely and well-informed responses to their inquiries.

Key Responsibilities
  • Customer Support: Provide direct support to customers via multiple channels, including a ticketing system and Zoom meetings, demonstrating expertise and professionalism in each interaction.
  • Issue Resolution: Analyze and resolve technical issues and questions, guiding customers to our knowledgebase solutions whenever possible.
  • Case Management: Manage and prioritize multiple open cases in multiple support channels simultaneously, ensuring prompt and accurate responses to customers.
  • Communication: Communicate internally with various support teams to escalate issues that cannot be resolved within Tier 1 support, and externally with school business offices to escalate non-technical and/or operational issues.
  • Knowledge Management: Assist with identifying and logging system bugs and enhancements, and update and maintain internal and external knowledgebases to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology.
Requirements
  • Experience: 1-2 years of customer support experience in a school business office or in customer support within the software industry, with one year of direct end-user support experience preferred.
  • Knowledge: Prior knowledge and experience with accounting, online payment processing, and/or banking industry in Australia.
  • Skills: Excellent verbal and written communication skills, ability to multi-task, and demonstrated problem-solving skills.
  • Personal Qualities: Friendly with a positive attitude, highly motivated, and able to work both independently and collaboratively as a member of a team.
Benefits
  • Remote Work: Our team is fully remote- or hybrid if you are within distance to our Gold Coast office location.
  • Holiday and Superannuation: 20 days holiday, plus public holidays, and superannuation contribution (on top of base salary).

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