SaaS Customer Support Specialist — Hybrid & Impactful

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

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