Hybrid SaaS Support Specialist — Remote/Onsite

Veracross; Melbourne; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Macbook Pro provided

Office setup and home flexibility

Growth opportunities

Work/life balance

Parental leave policy

Positive culture and social events

Job summary

Veracross is seeking a Customer Support Specialist to be among the first client-facing touchpoints, delivering outstanding service and building lasting relationships. The role is hybrid with an initial office onboarding period, and flexible options to work from home after ramp-up.

You’ll resolve technical queries, triage issues, and guide customers to Digistorm University resources, while staying aligned with product knowledge across Veracross SIS, Magnus Health, Digistorm, Epraise, and Firefly.

Qualifications

• Clear written and verbal English communication skills.
• 0–2 years experience in customer support in software/SaaS preferred.
• Ability to manage multiple cases and deadlines.
• Comfort with remote work tools and collaboration.

Responsibilities

• Interact with customers via ticketing, chat, or phone to deliver excellent service.
• Prioritize and manage multiple open cases concurrently.
• Ask targeted questions to diagnose issues quickly.
• Analyse requests, reproduce issues, and guide customers to solutions and self-help resources.
• Provide timely, accurate responses within SLA guidelines.
• Collaborate with other support specialists and Level 2 teams for unresolved issues.
• Update and maintain knowledge bases to improve documentation.
• Log product bugs for the team and help with triage.
• Develop understanding of Digistorm’s core products and their school use cases.
• Escalate technical issues through internal processes when needed.

Skills

Written English communication

Customer support experience

Time management

Autonomy

Team player

Education

Relevant qualification or equivalent time in customer service

Tools

Remote meeting tools

Ticketing systems

Job description

Veracross is seeking a Customer Support Specialist to be among the first client-facing touchpoints, delivering outstanding service and building lasting relationships. The role is hybrid with an initial office onboarding period, and flexible options to work from home after ramp-up.

You’ll resolve technical queries, triage issues, and guide customers to Digistorm University resources, while staying aligned with product knowledge across Veracross SIS, Magnus Health, Digistorm, Epraise, and Firefly.