Veracross

Support Specialist – Accounting and Payments

Veracross

full-time

Posted on:

Location Type: Remote

Location: Remote • Massachusetts • 🇺🇸 United States

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Salary

💰 $65,000 - $74,000 per year

Job Level

Junior

About the role

  • 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

Requirements

  • 1-2 years of customer support experience in a school business office or in customer support within the software industry (minimum 1 year of direct end-user support preferred)
  • Prior knowledge and experience with accounting, online payment processing, and/or the banking industry
  • Must be comfortable speaking on the phone or via meeting app directly with end-users
  • 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
  • Friendly with a positive attitude and desire to contribute to a positive community culture
Benefits
  • 3 weeks of vacation per year
  • 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
  • 56 Hours of paid sick leave annually
  • Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
  • Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits
  • Potential bonus
  • Remote work

Applicant Tracking System Keywords

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

Hard skills
customer supportaccountingonline payment processingtechnical problem solvingknowledgebase managementKCS methodology
Soft skills
verbal communicationwritten communicationmulti-taskingproblem-solvingindependent workcollaborative workpositive attitude