SaaS Support Specialist — Hybrid/Remote

Veracross; Albury City; Ibrido; AUD 60.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

MacBook Pro

32-inch monitor

Adjustable desk & chair

Growth opportunities

Work/life balance

Parental leave policy

Snacks, drinks & coffee

Culture

Descrizione del lavoro

Veracross is seeking a Customer Support Specialist to be one of the first points of contact for clients. You will deliver high-quality service via email, ticketing, chat, and phone, triaging and resolving queries while building trusted client relationships.

The role offers a hybrid work arrangement with a Gold Coast office and initial in-office onboarding. You’ll need 0–2 years in SaaS customer support, strong English communication, and a proactive, autonomous work style.

Competenze

• Relevant qualification or equivalent time in a customer service support role.
• 0-2 years experience in software SaaS customer support.
• Experience in technical support troubleshooting with strong customer satisfaction.
• Experience using remote work tech (meeting apps, screen sharing).
• Excellent written and verbal English communication; can explain technical details to varied audiences.
• Ability to prioritise tasks and stay proactive under pressure.
• Strong organisational and time management skills; autonomous and deadline-driven.
• Willing to learn new software and take ownership of development.
• Team player with collaborative mindset and positive culture contribution.

Mansioni

• 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.

Conoscenze

Customer service

Technical troubleshooting

English communication

Prioritisation

Time management

Autonomous work

Team player

Self-motivated

Formazione

Relevant qualification

Strumenti

Ticketing system

Chat tools

Screen sharing

Descrizione del lavoro

Veracross is seeking a Customer Support Specialist to be one of the first points of contact for clients. You will deliver high-quality service via email, ticketing, chat, and phone, triaging and resolving queries while building trusted client relationships.

The role offers a hybrid work arrangement with a Gold Coast office and initial in-office onboarding. You’ll need 0–2 years in SaaS customer support, strong English communication, and a proactive, autonomous work style.