Customer Support Specialist at Procare Solutions

<p><strong><span data-contrast="auto">About Procare</span></strong></p> <p class="x_MsoNormal" data-olk-copy-source="MessageBody">ChildPlus by Procare Solutions, exists to help our users monitor and manage their programs, to make informed decisions, and&nbsp;maintain compliance. With more than 35 years of experience, ChildPlus Software was the first Head&nbsp;<br>Start data management software to simplify the day-to-day challenges of Head Start operations with outstanding software, service, and support. Our seamless design is easy to adopt and allows users to customize nearly every feature for a truly unique experience. With ChildPlus, you can centralize your children’s data, analyze reports to make data-driven decisions, and track trends. Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and&nbsp;<br>unparalleled service</p> <p class="x_MsoNormal">Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. &nbsp;&nbsp;</p> <p><strong><span data-contrast="auto">A Little About the Role</span></strong></p> <p>The Customer Support Specialist I will be responsible for completing Customer Requests through HubSpot Tickets. Using telephone, email, chat and meetings, the specialist will be required to complete tickets in a timely manner. This includes identifying the customer’s issues, and utilizing troubleshooting, researching, and excellent communication skills to complete each ticket.</p> <p><strong><span data-contrast="auto">What you’ll do:</span></strong></p> <ul> <li>Deliver excellent customer service and support to end-users via remote connection over the telephone for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service Cloud&nbsp;</li> <li>Maintain a positive, empathetic, and professional attitude toward customers at all times&nbsp;</li> <li>Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services&nbsp;</li> <li>Interact with customers and utilize available resources to identify customer needs and find resolutions&nbsp;</li> <li>Follow standard processes and procedures with the ability to improvise solutions as needed&nbsp;</li> <li>Redirect, identify, or escalate customer cases to appropriate resources per Company guidelines&nbsp;</li> <li>Offer alternative solutions where appropriate with the objective of retaining customer’s business&nbsp;</li> <li>Follow up and make scheduled call backs to customers where necessary&nbsp;</li> <li>Stay current with software changes/updates and participate in training as required&nbsp;</li> <li>Punctual, regular, and consistent attendance</li> </ul> <p><strong><span data-contrast="auto">Our ideal candidate will have:</span></strong></p> <ul> <li>At least 1 year of customer service experience</li> <li>Strong interpersonal, relationship building and active listening skills&nbsp;</li> <li>Ability to multi-task, set priorities, and manage time effectively while providing outstanding customer service&nbsp;</li> <li>Flexible, detail-oriented, self-starter that is a highly motivated quick learner&nbsp;</li> <li>Must possess exceptional communication, analytical, problem-solving, and organizational skills&nbsp;</li> <li>Ability to handle complex/stressful situations with a high level of professionalism&nbsp;</li> <li>Strong team orientation with a focus on collaboration&nbsp;</li> <li>Bachelor’s Degree preferred OR equivalent work experience</li> <li>Experience using HubSpot, Slack, SharePoint, and DevOps</li> <li>Excellent verbal and written communication skills in both English and Spanish&nbsp;</li> <li>Familiarity with client ticketing systems, VOIP, appointment, video, and chat software&nbsp;</li> <li>Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and&nbsp;integration tools&nbsp;</li> <li>Technical writing experience&nbsp;</li> <li>Knowledge of Head Start/Early Head Start&nbsp;</li> <li>Experience using ChildPlus Software</li> </ul> <p><strong>Physical Requirements:</strong></p> <ul> <li>This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods</li> <li>Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees</li> <li>Use of computer, telephone, and other office equipment for the greater part of the workday</li> <li>Occasional travel may be required for this position</li> </ul> <p><strong>Why Procare?</strong></p> <ul> <li>Excellent comprehensive benefits packages including: medical, dental, &amp; vision plans</li> <li>HSA option with employer contributions</li> <li>Vacation time, holidays, sick days, volunteer &amp; personal days</li> <li>401K Plan with employer match and immediate vesting</li> <li>Employee Stock Purchase Plan</li> <li>Employee Discount Program</li> <li>Medical, Dependent Care, and Transportation FSA Plans</li> <li>Company paid Short and Long-Term disability and Life Insurance</li> <li>RTD EcoPass for all Denver employees</li> <li>Tuition Reimbursement and continued Professional Development</li> <li>Fast paced, high energy workplace environment in prime downtown location</li> <li>Regular company provided meals</li> <li>Prime Perimeter Mall+ location close to restaurants and shopping</li> <li>Promote from within- excellent career paths</li> </ul> <p><strong>Salary</strong></p> <p>$21 - $23/hour DOE</p> <p><strong>Location</strong></p> <p>This position is based in our Atlanta, GA office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Atlanta, GA office a minimum of 3 days a week.</p> <p>&nbsp;</p>