Customer Support Specialist

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive. Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. A Little About the Role The Customer Support Specialist provides support and step‑by‑step solutions for end‑user (customer) software‑related questions. Support is provided by clearly communicating solutions in a user‑friendly and professional manner. The person in this position must be engaging, service‑oriented, and technically minded. Customer Support Specialists commit to excellence and provide the best customer experience. What you’ll do: 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 Maintain a positive, empathetic, and professional attitude toward customers at all times Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services Interact with customers and utilize available resources to identify customer needs and find resolutions Follow standard processes and procedures with the ability to improvise solutions as needed Redirect, identify, or escalate customer cases to appropriate resources per Company guidelines Offer alternative solutions where appropriate with the objective of retaining customer’s business Follow up and make scheduled call backs to customers where necessary Stay current with software changes/updates and participate in training as required Punctual, regular, and consistent attendance Our ideal candidate will have: Excellent communication skills, both verbal and written (typing/email) Ability to communicate technical information to non‑technical audience Knowledge of customer service principles and practices Multi‑tasking capabilities Understand the scope of support to be provided to the customer and ability to recognize when an issue needs to be escalated to Tier 2 support Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits Make customer’s needs a primary focus of one’s actions, developing and sustaining productive customer relationships Associate degree or equivalent work experience required 1+ years' of customer service experience Experience with Accounting principles is preferred Previous experience with software support, networking and troubleshooting hardware is also preferred Intermediate knowledge of the Windows10 operating system and networking Proficiency with Microsoft Office applications Physical Requirements: This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees Use of computer, telephone, and other office equipment for the greater part of the workday Occasional travel may be required for this position Why Procare? HSA option with employer contributions Vacation time, holidays, sick days, volunteer & personal days 401K Plan with employer match and immediate vesting Employee Stock Purchase Plan Employee Discount Program Medical, Dependent Care, and Transportation FSA Plans Company paid Short and Long‑Term disability and Life Insurance RTD EcoPass for all Denver employees Tuition Reimbursement and continued Professional Development Fast paced, high energy workplace environment in prime downtown location Regular company provided meals $21 - $23/hour DOE Location This position is based in our Denver, CO 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 Denver, CO office a minimum of 3 days a week. Equal Employment Opportunity As set forth in Procare Solutions’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Disabled veteran Recently separated veteran Active duty wartime or campaign badge veteran Armed forces service medal veteran We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress toward this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years. Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at #J-18808-Ljbffr