Veracross is a SaaS-based School Information System (SIS) company dedicated to improving the quality of education in Australia, the UK, and the US. The company operates a single-record architecture that combines a fully integrated database with personalized communications tools.

About the role

Support Specialist – product‑centric customer service, based in a hybrid Gold Coast office with flexible work‑from‑home options.

Job responsibilities

- Interact with customers via ticketing, chat or phone, delivering technical expertise and outstanding service.
- Prioritise multiple open cases and manage them within SLA guidelines.
- Diagnose issues, provide guidance to our Support Hub, Digistorm University or Digistorm products.
- Escalate complex issues to Level 2 support and maintain internal knowledge bases.
- Identify bugs for product teams and propose improvements.
- Collaborate with cross‑functional teams to improve support processes.

Requirements – essential

- Customer support experience in a SaaS environment (0–2 years). Technical support troubleshooting experience preferred.
- Strong written and verbal communication skills in English.
- Tech‑savvy,



solution‑focused and able to work independently.
- Experience with remote collaboration tools (e‑mail, screen sharing).
- Excellent organisational and time‑management skills, able to prioritise across channels.
- Team‑player, self‑motivated, comfortable with rapid change.
- Experience contributing to positive company culture.

Requirements – desirable

- Knowledge of Digistorm or other K‑12 SaaS products.
- Experience documenting technical solutions in a knowledge base.
- Self‑awareness and continuous learning mindset.

Benefits

- MacBook Pro, 32‑inch monitor, adjustable desk and chair.
- Growth opportunities opportunities within a global team.
- Flexible work‑life balance – hour‑long lunches, 100‑$ annual well‑being allowance.
- Parental leave policy – paid leave for primary and secondary parents after 12 months.
- Snacks, drinks & coffee; free comedians; a mobile phone & laptop.

Employment details

Full‑time, permanent; hybrid – Gold Coast office and remote.

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