Veracross

Customer Support

• Serve as first-level customer support for VC Pay Tuition Management and Accounting products
• Interact with core users (school administrators) via ticketing system (Salesforce) and Zoom
• Provide end-user (payer) support via phone calls, emails, and ticketing system
• Manage and prioritize multiple open cases across support channels
• Evaluate interactions and determine actions to resolve issues
• Analyze issues by replicating, researching, and resolving technical problems and guiding customers to knowledgebase solutions
• Track cases through resolution within company SLA guidelines
• Perform specific, limited operations within partner school databases following security practices
• Communicate internally to escalate issues beyond Tier 1 support
• Communicate with school business offices to escalate non-technical or operational issues
• Assist with identifying and logging system bugs and enhancements
• Identify, update, and maintain internal and external knowledgebases using KCS methodology

Support Specialist – Accounting and Payments