Customer Service representative managing inquiries and assisting in sales processes for Intertek's quality, safety, and sustainability services. Engaging with various customer communications and supporting international requests.
About the role
- Provide first-level customer support for VC Pay Tuition Management and Accounting products at Veracross. Assist end-users and core users with a focus on service and quality.
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
Requirements
- 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
Benefits
- The best tools to get the job done!
- Growth opportunities!
- Work/life balance
- Parental leave policy
- Flexibility
- Make a difference
- Snacks, drinks & coffee
- Culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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