EdTech SaaS Support Specialist — Hybrid (Remote Options)

Veracross; Central Coast Council; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Macbook Pro provided

Large monitor and ergonomic desk setup

Growth opportunities

Work/life balance

Parental leave policy

Snacks, drinks & coffee

Job summary

Veracross is seeking a Customer Support Specialist to be among the first points of contact for clients. The role focuses on delivering outstanding service, resolving queries via email or phone, and maintaining high levels of customer satisfaction.

This hybrid role offers access to the Gold Coast office with flexible work-from-home options during onboarding. You will develop product knowledge across Veracross/Digistorm core offerings and collaborate with cross-functional teams to resolve complex

Qualifications

• Relevant qualification or equivalent time in a customer service role.
• 0–2 years experience in software SaaS customer support.
• Direct experience in technical support troubleshooting or consulting.
• Direct experience engaging with customers through remote work technologies.
• Excellent written and verbal English communication skills.
• Ability to prioritise tasks and manage multiple channels.
• Self-motivated, autonomous and deadline-driven.
• Team player with collaborative mindset.

Responsibilities

• Interact directly with customers via ticketing, chat, or phone to deliver great customer service.
• Manage and prioritise multiple open cases concurrently.
• Ask targeted questions to diagnose root causes quickly.
• Analyse requests, replicate, research, and resolve technical issues; guide to solutions.
• Provide prompt, accurate responses and track cases within SLA guidelines.
• Collaborate with other support specialists and Level 2 teams to escalate when needed.
• Identify and update knowledge bases to improve documentation.
• Log product bugs for the product team.
• Develop strong understanding of Digistorm/Veracross core products over time.
• Communicate with internal teams and escalate issues when unresolved.

Skills

Customer support

SaaS experience

English communication

Time management

Multichannel support

Autonomous/ownership

Education

Relevant qualification or equivalent in customer service

Tools

Remote work tools

Job description

Veracross is seeking a Customer Support Specialist to be among the first points of contact for clients. The role focuses on delivering outstanding service, resolving queries via email or phone, and maintaining high levels of customer satisfaction.

This hybrid role offers access to the Gold Coast office with flexible work-from-home options during onboarding. You will develop product knowledge across Veracross/Digistorm core offerings and collaborate with cross-functional teams to resolve complex