Associate Core User Support Specialist

Role Summary

Magnus Veracross is a private-equity-backed leading SaaS EdTech company that has grown 4x in size in 3 years and has consistent industry leading high retention rates. We serve front line educators with the only market disrupting open API single record architecture in the greater than $5B EdTech market. To date we have configured and deployed our product at over 1,000 leading private K-12 schools in over 20 countries.

Job Responsibilities

• Interact directly with core user customers via several channels, including a ticketing system, email, and phone.
• Analyze customer requests, replicating, researching, and resolving technical problems and questions and guiding the client to our knowledge base solutions whenever possible
• Take ownership of cases and provide prompt and accurate responses to clients, proactively tracking cases through resolution within company SLA guidelines
• Communicate internally with other teams, following standard escalation procedures to refer unresolved issues to Tier II and Tier III support teams.
• Manage and prioritize multiple open cases at one time, successfully managing customer expectations amidst competing deadlines
• Enter prompt and accurate documentation in Salesforce, Pendo and/or other identified systems to ensure prompt closure of case.
• Help customers understand and use product features, informing customers about new features and functionalities when relevant
• Identify potential up-sell or cross-sell opportunities for Magnus Health Customer Success team
• Identify, update, and maintain internal and external knowledge bases, detailing the symptoms, cause, workaround, and solutions of common questions and issues.
• Identify, prioritize, and log system bugs for the product team
• Identify product or process enhancements to solve problems or improve effectiveness of job area
• Maintain moderate functioning knowledge of the Magnus Health SMR
• Work closely with Case Management and Technical Account Management to enhance understanding of the product and school use of the product.

Requirements

• Education Level - Minimum High School Diploma; Bachelor's Degree or equivalent customer service experience preferred.
• 1-2 years of customer support or technical support experience in a SaaS organization
• Demonstrated success providing excellent customer service with attention to detail
• Demonstrated aptitude for learning new applications and using, teaching, and communicating information about technologically sophisticated software to non-technical users
• Hands-on approach to problem solving with a demonstrated ability to think on your feet, analyze requests, and provide customers with timely resolutions
• Superior verbal and written communication skills
• Highly motivated with the ability to work both independently and collaboratively as a member of a team, with a demonstrated ability to work with geographically distributed virtual teams and build relationships with internal and external organizations
• Demonstrated initiative to work independently with general supervision on larger, moderately complex projects /assignments.
• Exposure and experience in the field of Electronic Medical Records and/or Student Medical Records
• Experience working with Excel, Student Information Systems, Salesforce, and Pendo
• Friendly with a positive attitude and a desire to contribute to a positive community culture
• Experience working with Patient Identifiable Information (PII) and/or Patient Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) is preferred but not required.

• Industry knowledge of the K-12 private school sector and other education SaaS products is preferred but not required.

Benefits

• 3weeks of vacationper year
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• Top tier benefits -
  • Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
  • Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits
• Gym in the Wakefield Office


We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.