Customer Support Specialist - Connect

| Greater Denver Area
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CUSTOMER SUPPORT SPECIALIST - Connect

A Customer Support Specialist provides support to end-user (customer) software-related questions and step-by-step solutions. Support is provided by clearly communicating solutions in a user-friendly and professional manner. Customer Support Specialists commit to excellence and provide the best customer experience.

A DAY IN THE LIFE

Essential Job Functions:

  • Maintain a positive, empathetic, and professional attitude toward customers at all times
  • Deliver excellent customer service and support to end-users via remote connection or over the telephone, while using and operating automated call distribution phone software, in-house support ticketing system and in-house customer management systems
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
  • Responding promptly to customer inquiries
  • Interact with customer to provide and process information in response to inquiries, concerns, and requests about product usage and services
  • Utilize available resources for identifying customer needs and finding resolution
  • Follow standard processes and procedures
  • Identify, escalate, or redirect priority issues per Company guidelines
  • Redirect users to appropriate resources
  • Offer alternative solutions where appropriate with the objective of retaining customer’s business Follow-up and make scheduled call back to customer where necessary
  • Stay current with software changes/updates and participate in training as required

Required Qualifications, Skills, and Experience:

  • Proficiency with Microsoft Office applications
  • Punctual, regular, and consistent attendance - this position is in-office
  • Proper phone etiquette
  • Excellent communication skills both verbal and written
  • Demonstrated proficiency in typing and grammar
  • Knowledge of customer service principles and practices
  • Effective 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
  • 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
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Technology we use

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

Location

We are in the Chase building, 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

What projects are you most excited about?

Enterprise Learning! I'm very excited to offer best in class learning experiences for all kinds of topics as part of our employee engagement and professional development plan.

Naomi

Training

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 some things you learned at the company?

Since joining, I have gained an understanding for how vital a quality platform is to an efficient childcare center. As my knowledge of our products has grown, it has given me pride in selling a truly helpful and essential product.

Jake

Sales

What are Procare Solutions Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
All Denver Employees will receive an EcoPass
Company Outings
Procare Software hosts company outings Annually.
Some Meals Provided
Professional Development Benefits
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $2,000.
Cross functional training encouraged
Promote from within
Customized development tracks
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