Customer Support Specialist
Veracross
full-time
Posted on:
Location Type: Hybrid
Location: Miami • United States
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About the role
- 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
Requirements
- Relevant qualification or equivalent time in a customer service 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
- 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
Benefits
- The best tools to get the job done!
- Growth opportunities!
- Work/life balance
- Parental leave policy
- 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
technical support troubleshootingSaaS experiencecustomer service supportproblem diagnosiscase trackingknowledge base documentationsystem bug identificationremote work technologiesscreen sharingcustomer satisfaction
Soft Skills
written communicationverbal communicationorganizational skillstime managementsolution-focusedproactiveteam playerself-motivatedindependent operationself-awareness