Customer Support Operations Consultant
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.