Associate Support Specialist

**_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.

**Veracross is five product brands in one global tech company**:
**Veracross SIS**is a one-person, one-record school management platform

**Magnus Health** provides cloud-based Student Health Record (SHR) solutions

**Digistorm**connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.

**Epraise** incentivizes student well-being and connects teachers, students, and families.

**Firefly**provides an online learning space for students and teachers

**_ 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
- 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

**Benefits**

**_ The best tools to get the job done _**

When you join Veracross, you get a brand new Macbook Pro, a 32-inch monitor, and an adjustable desk and Herman Miller chair for the office. There's also an allowance for your setup at home to ensure you're comfortable working there.

**_Growth opportunities _**

Veracross is growing fast, allowing you to own your role and grow with us Operating within a global team, there are opportunities for professional development allowing your skills to grow as the business grows.

**_Work/life balance _**

Management encourages taking hour-long lunches and finishing on time and understands that you have a life outside of work. You can take the day off for your birthday and get a $100-a-year allowance for well-being. Massage, anyone?

**_Parental leave policy _**

As part of Veracross parental leave policy, you’re eligible for paid leave as a primary parent and secondary parent when you welcome a new child into your family. This is available after 12 months in a full-time role.

**_Flexibility _**

Veracross offers a flexible working environment, including hybrid options to work from home and the office.

**_Make a difference _**

Our work makes a positive contribution to our schools, their students and their families around the