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 workplace (0–2 years). Technical support troubleshooting experience preferred.
Solid 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.
Career growth opportunities within a global team.
Versatile 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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