Veracross is hiring a
Associate Support Specialist, Remote - United States
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Associate Support Specialist
🏢 Veracross
💵 $58k-$65k
📍United States
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Summary
The Associate Support Specialist - Payments role at Veracross involves providing customer support for the VC Pay Tuition Management and Payment Processing product. The position requires excellent communication skills, analytical problem-solving abilities, and a passion for learning new software. Benefits include health insurance, retirement plan, vacation time, sick leave, and bonuses.
Requirements
- 0-2 years of customer support experience in the software industry, with one year of direct end-user support experience preferred
- 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
Responsibilities
- 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 externally 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
- Assist with casework related to other areas of the Veracross Business module, as needed
- Identify, update, and maintain internal and external knowledgebases in order to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology
Preferred Qualifications
Prior knowledge of accounting, online payment processing, and/or banking industry is a plus
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
- Top tier benefits - Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
- Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits
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Please let Veracross know you found this job on JobsCollider. Thanks! 🙏