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Customer Support Specialist

2 months ago

Australia Veracross LLC Full time

Job Summary

As a key member of the Veracross LLC team, the Customer Support Specialist - Technical Expert will provide exceptional technical support to clients, ensuring high levels of customer satisfaction and building strong relationships through consistent service quality and trust.

Key Responsibilities

  • Provide technical support to clients via various channels, including phone, email, and remote desktop sharing.
  • Manage and prioritize multiple support requests simultaneously, ensuring timely resolution and high levels of customer satisfaction.
  • Analyze customer issues, diagnose root causes, and implement effective solutions.
  • Collaborate with internal teams to escalate complex issues and provide updates to clients.
  • Develop and maintain knowledge bases and documentation to improve support processes and reduce resolution times.
  • Identify and report system bugs and areas for improvement to the product development team.

Requirements

  • Bachelor's degree or equivalent experience in a customer-facing role.
  • 0-2 years of experience in technical support or a related field, preferably in the software industry.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical clients.
  • Strong problem-solving skills, with the ability to work independently and prioritize tasks effectively.
  • Ability to work in a fast-paced environment, with a focus on delivering high-quality results and exceeding customer expectations.

Preferred Qualifications

  • Technical knowledge of software applications or systems, preferably in the education sector.
  • Experience working in a collaborative team environment and contributing to a positive company culture.
  • Self-motivated and proactive, with a strong desire to learn and grow with the company.

What We Offer

  • A dynamic and supportive work environment, with opportunities for professional growth and development.
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off.
  • A hybrid work arrangement, with flexibility to work from home or in the office.
  • A competitive salary and bonus structure, with opportunities for advancement.