Customer Support Specialist

Veracross; Gold Coast City; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Macbook Pro

32-inch monitor

Adjustable desk and chair

Job summary

Veracross on the Gold Coast is seeking a Customer Support Specialist to deliver outstanding service to our school-based clients. You’ll triage, troubleshoot, and resolve inquiries via email, chat, and phone, ensuring high customer satisfaction.

The role blends on-site and home-based work during onboarding and thereafter, with a supportive, global product team. You’ll be part of a values-led culture in a growing SaaS company serving K-12 schools worldwide, gaining deep product knowledge and

Qualifications

• 0-2 years experience in customer support in software/SaaS environment.
• Direct experience troubleshooting technical issues and providing clear guidance to customers.
• Experience using remote collaboration tools (meeting apps, screen sharing, etc.).
• Strong written and verbal English communication; ability to explain technical details to non-technical users.

Responsibilities

• Interact with customers via ticketing, chat, or phone to deliver excellent service.
• Prioritise and manage multiple open cases simultaneously.
• Ask targeted questions to diagnose root causes quickly.
• Replicate, research, and resolve technical problems; guide users to self-serve resources.
• Provide prompt updates to clients and track cases to resolution within SLA.
• Collaborate with Level 2 support and other teams to escalate and resolve issues.
• Update internal/external knowledge bases to improve documentation.
• Log product bugs for the team when issues are identified.
• Develop a deep understanding of Veracross core products and their use in schools.
• Communicate and coordinate with internal teams to escalate if needed.

Skills

Customer service

SaaS experience

Technical support

Remote work tools

English communication

Time management

Autonomy

Team player

Job 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 escape 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

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

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.