Customer Support Operations Consultant

| Greater Denver Area | Hybrid
Sorry, this job was removed at 10:05 a.m. (MST) on Wednesday, June 8, 2022
Find out who's hiring in Greater Denver Area.
See all Customer Success jobs in Greater Denver Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the #1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The Customer Support Operations Consultant will be responsible for working closely with the Customer Support team members in the administration of daily operations of the Department. The person in this position will provide support and step-by-step solutions for (internal) software-related questions. Support and guidance will be provided by clearly communicating solutions in a user-friendly and professional manner that enables the internal team to become more self-sufficient. The person in this position must be engaging, service-oriented, and technically minded. You will be a main point-of-contact for members of the Customer Support team. The Customer Support Operations Consultant commits to excellence and provides the best employee experience.

What You Will Do…

  • Deliver excellent guidance and support to internal teammates via remote connection, slack, and in-person
  • Support the Customer Support team by assisting with workflow, training, and troubleshooting
  • Work directly with Customer Support new hires helping them build their foundational knowledge of the software during their first two months of training at Procare
  • Organize and facilitate department resources to meet established service level agreements
  • Groom backlog of queues and ensure all cases are assigned appropriately
  • Maintain a positive, empathetic, and professional attitude toward customers and employees at all times
  • Interact with employees to provide and process information in response to inquiries, concerns, and requests about product usage and services
  • 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
  • Stay current with software changes/updates and participate in training as required
  • Punctual, regular, and consistent attendance
  • Work collaboratively with other departments
  • The phone lines are open from 6 am-9 pm EDT (4 am-7 pm MDT) and the Customer Support Operations Consultant’s hours will vary based on team and customer needs
  • This is a hybrid position that will require at least three (3) days per week in the Procare Denver, CO office

Requirements

Our Ideal Candidate Will Have…

  • Intermediate knowledge of the Windows 10 operating system and networking
  • Proficiency with Microsoft Office applications
  • 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
  • Experience with Accounting principles is preferred
  • Previous experience with software support, networking and troubleshooting hardware is also preferred
  • 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
  • Minimum of 1-4 years’ experience with Procare Software and products
  • Ability to support Procare Desktop and/or Procare Online as a Subject Matter Expert

Benefits

Why Procare?

  • Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
  • HSA option with employer contributions of $50/month
  • Vacation time, holidays, sick days, volunteer & personal days
  • 401K Plan with employer match and immediate vesting
  • 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 up to $2,000/year and continued Professional Development
  • Free access to our Employee Assistance Program with 24/7 live support
  • Casual workplace environment
  • Some meals provided
  • Voluntary Pet Insurance
  • Prime downtown location close to restaurants and entertainment
  • Promote from within- excellent career paths

Salary

$55,000 - $65,000/year DOE

Location

This position is based in our Denver office. We are currently in a flexible hybrid in-office/remote working model based on local COVID-19 health regulations and business needs. Candidates must be willing and able to work from our Denver office three (3) days a week.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • New RelicAnalytics
    • InVisionDesign
    • Aha!Management
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HootsuiteCMS
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

We are in Downtown Denver, one block from 16th St. We're on the 18th floor and love our 360 mountain views, lobby Starbucks, and proximity to RTD.

An Insider's view of Procare Solutions

What’s the vibe like in the office?

The Denver office has a professional yet laid back vibe. I think we really have a "get business done while having fun" mentality. It truly feels like a team effort regardless of which department you work in - we succeed together.

Chantel

Human Resources

How does the company support your career growth?

I’m pretty new to the marketing world. I started in the MDR role a year ago. I was able to learn the basics not only in marketing but of the company in general. More recently, I’ve moved into a demand generation specialist role which I’m so excited about. Now, I have the opportunity to learn another side of marketing and dive deeper into it.

Courtney

Marketing

How do you make yourself accessible to the rest of the team?

Two of our values are Elevate One Another and Respect all Perspectives, and being accessible is key. In addition to welcoming a stop by my office or message via Slack or email, my calendar is open for employees to schedule time to talk, collaborate on an idea, share an opportunity for process improvement, or get my perspective on their career goal

JoAnn

CEO

What are Procare Solutions Perks + Benefits

Procare Solutions Benefits Overview

Excellent comprehensive benefits packages for full-time employees, including: medical, dental, & vision plans- choose the plan best for you.
HSA option with employer contributions of $50/mo.
Medical, Dependent Care, and Transportation FSA Plans.
Company paid Short and Long-Term disability and Life Insurance.
Vacation time, holidays, sick days, volunteer & personal days.
401K Plan with employer match and immediate vesting.
RTD ECO-Pass for all Denver employees.
Tuition Reimbursement up to $2,000/year.
Casual workplace environment.
Promote from within.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Diversity
Mandated unconscious bias training
Our training goes beyond "don't discriminate"; we tackle unconscious bias, microaggressions, & other problematic behaviors. All employees are expected to actively contribute to a respectful workplace.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
All Denver Employees will receive an EcoPass
Company-sponsored outings
Procare Software hosts company outings Annually.
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Onsite gym
Professional Development Benefits
Tuition reimbursement
Our tuition reimbursement plan offers an annual max of $2,000.
Promote from within
Customized development tracks

More Jobs at Procare Solutions

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Procare SolutionsFind similar jobs like this