Technical Support Specialist

5 days ago

Brisbane, Queensland, Australia Veracross Full time

Job Summary:

As a member of the Veracross Technical Support Team (TST), the Associate Support Specialist - Accounting & Payments serves as the first level of customer support, providing well-informed and timely responses for both end-users (payers) and core users (school administrators) of the VC Pay Tuition Management and Accounting products within the Veracross platform.

Key Responsibilities:

  • Interact directly with core users (school administrators) via multiple channels, including a ticketing system (Salesforce) and Zoom meetings, building rapport by consistently demonstrating expertise and professionalism.
  • Provide exceptional end-user (payer) support via inbound and outbound phone calls, emails, and a ticketing system, consistently demonstrating patience and empathy.
  • Manage and prioritize multiple open cases in multiple support channels simultaneously.
  • Evaluate the nature of each interaction and determine the appropriate action to resolve the issue.
  • Analyze issues, replicating, researching, and resolving technical problems and questions and guiding customers to our knowledgebase solutions whenever possible.
  • Provide prompt and accurate responses to customers, tracking cases through resolution within company SLA guidelines.
  • Perform specific, limited operations within partner school databases, adhering to established security practices and guidelines, and understanding the impact to the school's accounting operations.
  • Communicate internally with various support teams to escalate issues that cannot be resolved within Tier 1 support.
  • Communicate externally with school business offices to escalate non-technical and/or operational issues that cannot be resolved without their intervention.
  • Assist with identifying and logging system bugs and enhancements.
  • Identify, update, and maintain internal and external knowledgebases to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology.

Requirements:

  • 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.
  • Prior knowledge and experience with accounting, online payment processing, and/or banking industry in Australia.
  • Must be comfortable speaking on the phone (or via meeting app) directly with end-users, demonstrating patience and empathy in each interaction.
  • Fluency in English with excellent verbal and written communication skills.
  • Ability to multi-task, continually reprioritize work, and work under various constraints.
  • Demonstrated aptitude for using, teaching, and communicating information about technologically sophisticated software to non-technical users.
  • Passionate about learning new software; able to use fundamental accounting principles to build, retain, and apply knowledge of the business modules software.
  • Demonstrated problem-solving skills; able to analyze customer requests and provide timely resolutions.
  • Highly motivated with the ability to work both independently and collaboratively as a member of a team.
  • Friendly with a positive attitude and a desire to contribute to a positive community culture.

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