Veracross is hiring a
Support Consultant

Summary

Join our growing, values-led community of 350 employees in the US, UK, and Australia as a Support Consultant. Provide advanced technical product support and consulting to customers as part of our Technical Support Team. Apply your advanced knowledge of the Veracross software to resolve escalated technical issues and guide customers on best-practice strategies and solutions.

Requirements

• Bachelor’s Degree or equivalent customer service or technical support experience
• 3+ years experience working in client support in the software industry with SaaS experience preferred
• Advanced-level technical and school-use knowledge of multiple Veracross product areas
• Direct experience in technical support troubleshooting or consulting with demonstrated high client satisfaction
• Direct experience engaging with customers through remote work technologies including meeting applications, screen sharing, etc
• Demonstrated excellent written and verbal communication skills, able to communicate technical details to people with a varying range of technical abilities
• Demonstrated ability to operate independently with minimal guidance while performing your duties
• Experience documenting generalized technical solutions for customer consumption via a knowledge base
• Experience working within a collaborative team environment and contributing to positive company culture

Responsibilities

• Interact directly with customers primarily through schedule calls and ticketing, delivering great customer service by demonstrating technical and subject matter expertise
• Troubleshoot problems to provide resolutions to advanced technical issues
• Analyze product configurations and business needs to guide customers on best-practice solutions and strategies
• Resolve technical issues and discrete consultative or training engagements within company SLA guidelines and service standards
• Contribute to internal and external knowledge bases and in-app guidance, creating and updating best-practice and workflow-focused documentation
• Communicate and collaborate with internal teams, escalating technical issues to Tier 3 engineering teams when they cannot be resolved by a consultant
• Assist with Tier 1 technical support as necessary
• Assist Knowledge Management with leading Instructor Led Training (ILT) live training sessions
• Work with technical account managers and/or customer success managers to recommend longer engagements and success strategies for customers
• Pass potential leads for incremental software needs for schools to the sales organization

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