Veracross

Associate Support Specialist – Accounting, Payments

Veracross

full-time

Posted on:

Location Type: Hybrid

Location: Miami • United States

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About the role

  • Interact directly with core users (school administrators) via multiple channels, including a ticketing system (Salesforce) and Zoom meetings, building rapport by consistently demonstrating expertise and professionalism
  • Provide exceptional end-user (payer) support via inbound and outbound phone calls, emails, and a ticketing system, consistently demonstrating patience and empathy
  • Manage and prioritize multiple open cases in multiple support channels simultaneously
  • Evaluate the nature of each interaction and determine the appropriate action to resolve the issue
  • Analyze issues, replicating, researching, and resolving technical problems and questions and guiding customers to our knowledgebase solutions whenever possible
  • Provide prompt and accurate responses to customers, tracking cases through resolution within company SLA guidelines
  • Perform specific, limited operations within partner school databases, adhering to established security practices and guidelines, and understanding the impact to the school’s accounting operations
  • Communicate internally with various support teams to escalate issues that cannot be resolved within Tier 1 support
  • Communicate with school business offices to escalate non-technical and/or operational issues that cannot be resolved without their intervention
  • Assist with identifying and logging system bugs and enhancements
  • Identify, update, and maintain internal and external knowledgebases to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology

Requirements

  • 1-2 years of customer support experience in a school business office or in customer support within the software industry, with one year of direct end-user support experience preferred
  • Prior knowledge and experience with accounting, online payment processing, and/or banking industry in Australia
  • Must be comfortable speaking on the phone (or via meeting app) directly with end-users, demonstrating patience and empathy in each interaction
  • Fluency in English with excellent verbal and written communication skills
  • Ability to multi-task, continually reprioritize work, and work under various constraints
  • Demonstrated aptitude for using, teaching, and communicating information about technologically sophisticated software to non-technical users
  • Passionate about learning new software; able to use fundamental accounting principles to build, retain, and apply knowledge of the business modules software
  • Demonstrated problem-solving skills; able to analyze customer requests and provide timely resolutions
  • Highly motivated with the ability to work both independently and collaboratively as a member of a team
  • Friendly with a positive attitude and a desire to contribute to a positive community culture
Benefits
  • The best tools to get the job done!
  • Growth opportunities!
  • Work/life balance
  • Parental leave policy
  • Flexibility
  • Make a difference
  • Snacks, drinks & coffee
  • Culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical problem resolutionknowledgebase managementaccounting principlesonline payment processingsoftware industry experienceticketing systemSalesforceKnowledge-Centered Service (KCS)case tracking
Soft Skills
patienceempathycommunication skillsmulti-taskingproblem-solvingteam collaborationindependencerapport buildingpositive attitudeadaptability