Customer Support Specialist
About the job
- A relevant qualification or equivalent time in a customer service support role.
- 0–2 years of experience working in customer support in the software industry; SaaS experience is preferred.
- 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 and screen sharing.
- Demonstrated excellence in written and verbal English communication, with the ability to communicate technical details to people with varying levels of technical ability.
- Ability to prioritize tasks and multiple channels of incoming work while remaining solution-focused and proactive under pressure.
- Strong organizational and time management skills, with the ability to work autonomously and meet deadlines.
- Ability to learn new software and build, retain, and apply knowledge across a variety of product areas.
- Ability to work collaboratively, take ownership of personal development, and operate independently with minimal guidance.
- Experience working within a collaborative team environment and contributing to a positive company culture.
- Interact directly with customers via ticketing, chat, or phone, delivering customer service through technical and subject matter expertise.
- Manage and prioritize multiple open cases simultaneously.
- Ask targeted questions to understand and diagnose the root cause of customer problems.
- Analyze customer requests by replicating, researching, and resolving technical problems and questions, and guide clients to Support Hub or Digistorm University solutions when possible.
- Provide prompt and accurate client responses and track cases through resolution within company service-level agreement guidelines.
- Collaborate with other support specialists and Level 2 support teams to escalate issues that cannot be resolved independently.
- Identify, update, and maintain internal and external knowledge bases to improve support documentation.
- Identify and log system bugs for the product team.
- Develop a detailed understanding of Digistorm’s three core products and how schools use them.
- Communicate and collaborate with internal teams, escalating technical issues through internal processes when necessary.
- Technical or school-use knowledge of Digistorm products or other SaaS products used by K–12 schools.
- Industry knowledge of the K–12 private school sector and other education.
- Experience documenting generalized technical solutions for customer consumption through a knowledge base.
- Experience working within a collaborative team environment and contributing to a positive company culture.
- Self-awareness.
About the company
Veracross builds an integrated information system for K-12 private and independent schools. Its platform uses a single, unified database where each person has one record, enabling real-time data across all departments from admissions and student information to scheduling, finance, and communications. This structure supports seamless collaboration, secure data handling, and efficient operations school-wide. Veracross differentiates itself by focusing exclusively on the private/independent K-12 segment, offering a comprehensive suite of tools in one connected system and providing strong data security and customer support. Its goal is to unite school communities by delivering reliable software that improves the quality of education and learning outcomes.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Wakefield, Massachusetts
Founded
1978
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Simplify's Take
What believers are saying
- Veracross launched 2026 roadmap updates across Academics, Admissions, Business Suite, and Payments.
- 2026 partner network tops 200 integrations, strengthening stickiness and cross-sell opportunities.
- Jay Fabian joined as CRO in February 2026; Aimee Rametta became CMO in June 2026.
What critics are saying
- Private-equity ownership pressures Veracross for growth, margin expansion, and eventual exit by 2027.
- Competition from PowerSchool, Blackbaud, and niche point solutions fragments budgets and workflows.
- Any security breach or uptime failure would damage trust with independent schools immediately.
What makes Veracross unique
- Veracross's one-person, one-record platform unifies SIS, payments, development, and business-office workflows.
- BV Investment Partners backs Veracross, supporting disciplined growth and product expansion since 2019.
- Firefly, Digistorm, ePraise, and Magnus Health broaden Veracross across K-12 operating needs.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Vacation
Paid Holidays
Paid Sick Leave
Parental Leave
401(k) Retirement Plan
Home Office Stipend
Flexible Work Hours
Hybrid Work Options
Wellness Program
Growth & Insights and Company News
6 month growth
↑ 13%1 year growth
↑ 13%2 year growth
↑ 13%Park Square places Aimee Rametta as Chief Marketing Officer at Veracross. June 09, 2026 07:37 Park Square has placed Aimee Rametta as Chief Marketing Officer at Veracross, a PE-backed (BV Investment Partners) industry-leading education technology company that serves a global community of over two million frontline educators, students, parents, employees, and partners across 3,200+ independent K-12 schools in 60 countries. Rametta joins Veracross from WorkWave, a private equity-backed developer of cloud-based SaaS and fintech solutions for field service businesses, where she most recently served as Chief Marketing Officer. Over her eight-year tenure at WorkWave, she built the company's marketing function from the ground up, growing the team from six to 36 professionals across demand generation, brand, and product marketing while the business scaled from $50 million to $250 million in annual recurring revenue. Prior to WorkWave, Rametta worked as a marketing consultant serving consumer brands and educational institutions. She spent a meaningful portion of her career at News Corporation, where she held roles of increasing responsibility, ultimately serving as Vice President of Marketing, where she led brand initiatives across the Wall Street Journal, New York Post, and Fox News, and partnered closely with senior leadership on a global rebranding of News Corp. She began her career at Unilever as an Assistant Brand Manager, working across iconic brands including Dove and Snuggle. Rametta holds a B.B.A. in Marketing from St. John's University. More posts by Park Square Executive Search
Paymerang, a leading financial automation platform, has partnered with School Management Solutions provider Veracross, a leader in the private and independent K-12 education sector, to provide accounts payable (AP) automation to K-12 schools across the country.
Veracross LLC is excited to work closely with CrisisGo to offer a new integrated safety and student information solution that schools can deploy easily with automatic data sync and no manual maintenance required.”