CUSTOMER SUPPORT SPECIALIST (Tier 1)

Procare is the industry leader in childcare management software and solutions, used in over 30,000 centers across the country. Our customers are center owners, directors, and administrators- when they call us, they are looking for quick resolution so they can get back to running their business.

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.

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, online chat, and email for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service Cloud
• 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 with the ability to improvise solutions as needed
• Identify, escalate, or redirect priority issues per Company guidelines
• 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 back to customer where necessary

• Stay current with software changes/updates and participate in training as required

Requirements

• 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
• 1+ years of customer service experience

Benefits

Procare provides a comprehensive benefits package for all full-time employees. We offer several medical, dental, and visions plans and tiers, giving you the freedom to select the benefits that are right for you. We offer medical, dependent care, and transportation/parking flex spending accounts, and contribute to employee health savings accounts. We provide life insurance and short and long term disability for all employees, and our competitive time off policy includes vacation, sick, and personal days. Employees in Denver are eligible to receive an RTD EcoPass. Our learning and development program offers all employees an opportunity to grow their skills and careers.

Salary

$18-$20/hour DOE

Location

This position will be based in our downtown Denver office.

We are currently in a flexible hybrid in-office/remote working model based on local COVID-19 health regulations and business needs. While we are mainly working remotely now, this will eventually be an in-office position and candidates must be willing and able to (eventually) work from our downtown Denver office.

ABOUT PROCARE

Procare Solutions is the largest and leading provider of childcare management and parent engagement software, integrated payment processing, technology, and services. The company supports over 30,000 preschools, daycare centers, after-school programs, camps, and related facilities with a broad product suite that serves the complex and unique demands of the childcare market. We help childcare centers focus their time on the children and families, not the back office administrative duties. In addition to Procare Desktop and Online, the Procare family of brands includes Tuition Express, KidReports, DayCare Works, and SchoolCare works.