Customer Support Specialist

Company Overview

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.

We are a growing, values-led community of 350 employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we’re succeeding! As of early 2024, we are supporting 3200+ schools in 60 countries.

Veracross is five product brands in one global tech company

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Epraise incentivizes student well-being and connects teachers, students, and families.

Firefly provides an online learning space for students and teachers

Role Summary 

As one of the first points of contact for clients, our Digistorm Customer Support Specialists need to provide outstanding service, ensuring the highest possible customer satisfaction and relationships built on consistent service quality and trust. This includes resolving or triaging customer queries or complaints via Intercom, email, phone or Zoom.

To be successful in this role, you’ll need to have an enthusiasm for everything that’s important to our clients. This means being tech savvy, analytical, solution-focused and committed to flawless communication. 

As a hybrid position, you’ll have access to our dreamy Gold Coast office, while also having flexible options to work from home (though there will be an initial work-from-office period expected during your onboarding).

Job Responsibilities 

• 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 escalate issues that cannot be resolved on 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

Essential:

• Bachelor’s Degree or equivalent time in a customer service/technical support role
• 0-2 years experience working in customer support in the software industry with SaaS experience preferred
• Direct experience in technical support troubleshooting or consulting with demonstrated high customer satisfaction. 
• Direct experience engaging with customers through remote work technologies including meeting applications, screen sharing, etc.
• Demonstrated excellence in written and verbal English communication skills, with an ability to communicate technical details to people with a varying range of technical abilities
• Ability to prioritise amongst tasks, and various channels of incoming work, remaining solution-focused and proactive even when under pressure
• Strong organisational and time management skills with an ability to work autonomously and meet deadlines
• Passionate about learning new software, able to build, retain, and apply knowledge across a variety of product areas
• A team player that’s self-motivated, willing to learn and take ownership of own development
• Demonstrated ability to operate independently with minimal guidance while performing your duties
• Experience working within a collaborative team environment and contributing to positive company culture

Desirable:

• Technical and/or school-use knowledge of either Digistorm products, or other SaaS products used by K-12 schools 
• Industry knowledge of the K-12 private school sector and other education 
• Experience documenting generalised technical solutions for customer consumption via a knowledge base
• Experience working within a collaborative team environment and contributing to positive company culture
• Self-awareness

• Christmas break - take the days off between Christmas and New Years without dipping into any annual leave, whilst still receiving your normal pay.
• Hybrid and flexible work arrangements
• $100 annual wellness allowance
• Office right near the beach stocked with snacks

 
 The best tools to get the job done!

When you join Digistorm, you get a brand new Macbook Pro, a 32-inch monitor, and an adjustable desk and Herman Miller chair for the office. There's also an allowance for your setup at home to ensure you're comfortable working there.

Growth opportunities!

Digistorm and Veracross are growing fast, allowing you to own your role and grow with us! Operating within a global HR team, there are opportunities for professional development allowing your skills to grow as the business grows.

Work/life balance  

Management encourages taking hour-long lunches and finishing on time and understands that you have a life outside of work. You can take the day off for your birthday and get a $100-a-year allowance for well-being. Massage, anyone?

Parental leave policy

As part of Digistorm’s parental leave policy, you’re eligible for up to 8 weeks of paid leave as a primary parent and 4 weeks as a secondary parent when you welcome a new child into your family. This is available after 12 months in a full-time role.

Flexibility
Digistorm offers a flexible working environment, including hybrid options to work from home and the office.

Make a difference

Our work makes a positive contribution to our schools, their students and their families around the world!

Snacks, drinks & coffee  

Digistorm’s Gold Coast HQ offers a coffee machine, snack bar and fully stocked drinks fridge to keep energy levels high! Vege chips, kombucha, almond milk, cookies; you name it, they have it (not to mention the Happy Hour Fridays).

Culture

The Digistorm team is fun, relaxed, and sociable, reflected in the casual dress code and social events. The office has an open floor plan, which allows for cross-team communication and a collaborative environment. Join some staff for lunchtime surfing or hit up nearby food spots for a burger by the beach.