Role Summary
Support Consultants provide advanced technical product support and consulting to customers as part of our Support Team. Specialist Support Consultants are well-versed in the full range of processes of independent schools, and will apply their advanced knowledge of the Digistorm software to resolve escalated technical issues and guide customers on best-practice strategies and solutions to optimize and improve their utilization of the Digistorm products. This position requires advanced analytical, problem-solving, and consulting skills, commitment to quality customer service, and excellent communication and in-person training skills.
Job Responsibilities
- Interact directly with customers via ticketing, chat, or phone, 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 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 customer success managers to recommend longer engagements and success strategies for customers
- Pass potential leads for incremental software needs for schools to the customer success and sales organization
- Bachelor’s Degree or equivalent customer service or technical support experience
- 3+ years experience working in customer support in the software industry with SaaS experience preferred
- Advanced-level technical and school-use knowledge of the Digistorm products.
- Direct experience in technical support troubleshooting or consulting with demonstrated high customer 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 independent school sector and other education SaaS products a plus
- Internal Candidates Only
What We Do
Veracross is a leading provider of SaaS-based School Information Systems (SIS). Designed specifically to meet the unique needs of independent schools, Veracross combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture unique in our industry. Magnus Health, part of the Veracross portfolio, is the leading provider of cloud-based Student Health Record (SHR) solutions designed for K-12 schools. Together Veracross and Magnus Health serve more than 1,000 schools in 20+ countries, helping to unify school communities and enhance learning.
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