Job Description
Company Overview
Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.
We are a growing, values-led community of 350 employees in the US, UK, and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we’re succeeding!
As of early 2025, we are supporting 3300+ schools in 60 countries.
Role Summary
As a member of the Veracross Technical Support Team (TST), the Associate Support Specialist – Accounting & Payments serves as the first level of customer support, providing well-informed and timely responses for both end-users (payers) and core users (school administrators) of the VC Pay Tuition Management and Accounting products within the Veracross platform. Associate Specialists support the daily operations of partner schools’ business offices, applying their knowledge of the Accounting and VC Pay products to support core users in resolving issues pertaining to configuration and utilization of the product. Additionally, Associate Specialists support end-users (payers utilizing VC Pay services) with troubleshooting and resolving common issues related to payments. This position requires excellent communication skills (verbal and written), a commitment to service and quality (including patience and empathy while interacting with customers), and analytical and general problem-solving skills. The Associate Support Specialist – Accounting & Payments reports directly to the TST Payments Team Lead.
Job 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 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
Identify, update, and maintain internal and external knowledgebases to improve support documentation deficiencies using the Knowledge-Centered Service (KCS) methodology
1-2 years of customer support experience in a school business office or in customer support within the software industry, with one year of direct end-user support experience preferred
Prior knowledge and experience with accounting, online payment processing, and/or banking industry in Australia
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
The best tools to get the job done!
When you join Veracross, you get a Macbook Pro, a 32-inch monitor, and an adjustable desk and Herman Miller chair for the office. There’s also an allowance for your setup at home to ensure you’re comfortable working there.
Growth opportunities!
Veracross is growing fast, allowing you to own your role and grow with us! Operating within a global team, there are opportunities for professional development allowing your skills to grow as the business grows.
Work/life balance
Management encourages taking hour-long lunches and finishing on time and understands that you have a life outside of work. You can take the day off for your birthday and get a $100-a-year allowance for well-being. Massage, anyone?
Parental leave policy
As part of Veracross parental leave policy, you’re eligible for paid leave as a primary parent and secondary parent when you welcome a new child into your family. This is available after 12 months in a full-time role.
Flexibility
Veracross offers a flexible working environment, hybrid options (work from home and the office.)
Make a difference
Our work makes a positive contribution to our schools, their students and their families around the world!
Snacks, drinks & coffee
Digistorm’s (Veracross) Gold Coast HQ offers a coffee machine, snack bar and fully stocked drinks fridge to keep energy levels high! Vege chips, kombucha, almond milk, cookies; you name it, they have it.
Culture
The Veracross team is fun, relaxed, and sociable, reflected in the casual dress code and social events. The office has an open floor plan, which allows for cross-team communication and a collaborative environment. Join some staff for lunchtime surfing or hit up nearby food spots for a burger by the beach.
