Product Support Specialist
Aleph
Support Specialist – Accounting and Payments
Veracross
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $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
