Customer Support Specialist

Customer Support Specialist

Atlanta, GA

About Procare

ChildPlus by Procare Solutions, exists to help our users monitor and manage their programs, to make informed decisions, and maintain compliance. With more than 35 years of experience, ChildPlus Software was the first Head 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 unparalleled service.

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 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.

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:

• At least 1 year of customer service experience
• Strong interpersonal, relationship building and active listening skills
• Ability to multi-task, set priorities, and manage time effectively while providing outstanding customer service
• Flexible, detail-oriented, self-starter that is a highly motivated quick learner
• Must possess exceptional communication, analytical, problem-solving, and organizational skills
• Ability to handle complex/stressful situations with a high level of professionalism
• Strong team orientation with a focus on collaboration
• Bachelor's Degree preferred OR equivalent work experience
• Experience using HubSpot, Slack, SharePoint, and DevOps
• Excellent verbal and written communication skills in both English and Spanish
• Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
• Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration tools
• Technical writing experience
• Knowledge of Head Start/Early Head Start
• Experience using ChildPlus Software

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?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• 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
• Prime Perimeter Mall+ location close to restaurants and shopping
• Promote from within- excellent career paths

Salary

$21 - $23/hour DOE

Location

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.