Support Consultant

Company Description

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 2024, we are supporting 3200+ schools in 60 countries.

Veracross is five product brands in one global tech company

• Veracross SIS is a one-person, one-record school management platform

• Magnus Health provides cloud-based Student Health Record (SHR) solutions
• Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.
• Epraise incentivizes student well-being and connects teachers, students, and families.
• Firefly provides an online learning space for students and teachers

Role Summary 

Support Consultants provide advanced technical product support and consulting to customers as part of our Technical Support Team. Level II Support Consultants are well-versed in the full range of processes of independent schools from the admissions office through and including the financial office. They will apply their advanced knowledge of the Veracross software to resolve escalated technical issues and guide customers on best-practice strategies and solutions to optimize and improve our customers’ utilization of the Veracross platform. This position requires advanced analytical, problem-solving, and consulting skills, commitment to quality customer service, and excellent communication skills. 

Job 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 

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 

• Industry knowledge of the K-12 private school sector and other education SaaS products 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

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 $65k to $75k (annualized USD) in addition to potential bonus.

We value the power of an inclusive culture and a strong sense of belonging. We seek to infuse diversity and inclusion in everything we do while promoting a culture where differences are embraced as strengths; opportunities are equal and accessible; consideration and respect are the norm; and all team members are supported in reaching their full potential.