Customer Support Specialist

Customer Support Specialist

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 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:

• Primarily responsible for delivering service and support to clients via telephone, e-mail, chat, and appointments
• Communicate professionally and effectively in client interactions
• Provide technical assistance and guidance in all aspects of the software
• Ask probing questions to obtain an accurate understanding of client's needs
• Research and provide possible solutions by using analytical, problem-solving, departmental resources, and organizational skills
• Troubleshoot and escalate all potential issues appropriately
• Accurately document all internal and external communications in a timely manner
• Review open cases daily and complete follow-up weekly
• Conduct peer reviews and peer audits as needed
• Provide backup reception duties for phone, email, appointments, and chats as needed
• Follow all departmental processes and procedures
• Perform additional office, documentation, customer service, and special project tasks as required

Our Ideal Candidate Will Have:

• At least 1 year of customer service experience
• Bi-lingual in Spanish preferred
• 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
• 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
• Since this role is with our ChildPlus group which is tied to Head Start and the Federal Government we prefer:
• 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

Salary $19 - $23/hour DOE

Location This position is based in our Atlanta, GA office. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.