Customer Support Specialist

Veracross; Ballarat; Hybride; AUD 60 000 - 85 000; Plein temps

Avantages offerts par ce poste

Macbook Pro

Large monitor

Well-being allowance

Parental leave

Office snacks

Surf culture

Résumé du poste

Veracross is seeking a Customer Support Specialist to be an early contact point for clients, delivering outstanding service and building trusted relationships. You’ll triage and resolve queries via email, chat, or phone with a solution-focused approach and strong communication skills.

This hybrid role offers time in our Gold Coast office with flexible remote work options and a structured onboarding period. Experience in SaaS customer support and a passion for helping schools will help you thrive

Qualifications

• Essential: relevant qualification or equivalent time in a customer service support role.
• 0–2 years experience in customer support in the software industry with SaaS experience preferred.
• Direct experience in technical support troubleshooting or consulting with high customer satisfaction.
• Experience engaging with customers through remote work technologies including meetings and screen sharing.

Responsabilités

• Interact with customers via ticketing, chat, or phone delivering great service.
• Manage and prioritise multiple open cases at once.
• Ask targeted questions to diagnose problems quickly.
• Analyze requests, replicate and resolve technical issues.
• Provide prompt, accurate responses and track cases to SLA.
• Collaborate with other support specialists and Level 2 teams to escalate when needed.
• Update and maintain knowledge bases to improve documentation.
• Log system bugs for the product team.
• Gain deep understanding of Veracross core products for school use.
• Communicate with internal teams to escalate issues when necessary.

Connaissances

English communication

Time management

Autonomous worker

Team player

Problem solving

Formation

Customer service qualification

Outils

Knowledge base

SaaS support tools

Description du poste

Job Description

Description

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 2026, we are supporting 3400+ 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

Role Summary

As one of the first points of contact for clients, our Customer Support Specialists need to provide outstanding service, ensuring the highest possible customer satisfaction and relationships built on consistent service quality and trust. This includes resolving or triaging customer queries or complaints via email or phone.

To be successful in this role, you’ll need to have an enthusiasm for everything that’s important to our clients. This means being tech savvy, analytical, solution-focused and committed to flawless communication.

As a hybrid position, you’ll have access to our dreamy Gold Coast office, while also having flexible options to work from home (though there will be an initial work-from-office period expected during your onboarding).

Job Responsibilities

• Interact directly with customers via ticketing, chat, or phone, delivering great customer service by demonstrating technical and subject matter expertise
• Manage and prioritise multiple open cases at one time
• Ask customers targeted questions to quickly understand and diagnose the root of a problem
• Analyse customer requests, replicating, researching, and resolving technical problems and questions and guiding the client to our Support Hub or Digistorm University solutions whenever possible
• Provide prompt and accurate responses to clients, tracking cases through resolution within company SLA guidelines
• Collaborate with other support specialists and Level 2 support teams to elevate issues that cannot be resolved on your own.
• Identify, update, and maintain internal and external knowledge bases in order to improve support documentation deficiencies
• Identify and log system bugs for the product team
• Over time, gain a detailed understanding of Digistorm’s three core products and how they are used by schools
• Communicate and collaborate with internal teams, escalating technical issues via internal processes when unable to resolve

Requirements

Essential:

• Relevant qualification or equivalent time in a customer service support role
• 0-2 years experience working in customer support in the software industry with SaaS experience preferred
• Direct experience in technical support troubleshooting or consulting with demonstrated high customer satisfaction.
• Direct experience engaging with customers through remote work technologies including meeting applications, screen sharing, etc.
• Demonstrated excellence in written and verbal English communication skills, with an ability to communicate technical details to people with a varying range of technical abilities
• Ability to prioritise amongst tasks, and various channels of incoming work, remaining solution-focused and proactive even when under pressure
• Strong organisational and time management skills with an ability to work autonomously and meet deadlines
• Passionate about learning new software, able to build, retain, and apply knowledge across a variety of product areas
• A team player that’s self-motivated, willing to learn and take ownership of own development
• Demonstrated ability to operate independently with minimal guidance while performing your duties
• Experience working within a collaborative team environment and contributing to positive company culture

Desirable:

• Technical and/or school-use knowledge of either Digistorm products, or other SaaS products used by K-12 schools
• Industry knowledge of the K-12 private school sector and other education
• Experience documenting generalised technical solutions for customer consumption via a knowledge base
• Experience working within a collaborative team environment and contributing to positive company culture
• Self-awareness

Benefits

• The best tools to get the job done!
• When you join Veracross, you get a Macbook Pro, a 32-inch monitor, and an adjustable desk and chair for the office.
• 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.
• Make a difference
• Our work makes a positive contribution to our schools, their students and their families around the world!
• Snacks, drinks & coffee
• Digistorm’s (Veracross) Gold Coast HQ offers a coffee machine, snack bar and fully stocked drinks fridge to keep energy levels high! Vege chips, kombucha, almond milk, cookies; you name it, they have it.
• Culture
• The Veracross team is fun, relaxed, and sociable, reflected in the casual dress code and social events. The office has an open floor plan, which allows for cross-team communication and a collaborative environment. Join some staff for lunchtime surfing or hit up nearby food spots for a burger by the beach.