Back to jobs
New

Customer Support Specialist

Denver, CO; Atlanta, GA

About Procare

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:

  • Professional phone etiquette
  • 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 
  • Active listening skills 
  • 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 Windows 10 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?

  • 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

$21 - $23/hour DOE

Location

This position can be based in our Denver, CO or Atlanta, GA offices. 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.

Create a Job Alert

Interested in building your career at Procare Solutions? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

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.

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.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...