Customer Support Specialist

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 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.