Associate Support Specialist

Summary

Join Veracross's Technical Support Team as an Associate Support Specialist - Payments! This remote position, open to several US states, provides first-level customer support for the VC Pay Tuition Management and Payment Processing product. You will interact with both end-users (payers) and school administrators, resolving issues related to payments and product configuration. Excellent communication, problem-solving, and patience are essential. The role involves managing multiple cases, escalating issues, and contributing to knowledge base improvement. This position reports to the TST Payments Team Lead and offers a competitive salary and benefits package.

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
• Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits
• Salary at Veracross is determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. The compensation range for this position is $58k to $65k (annualized USD) in addition to potential bonus