CUSTOMER SUPPORT SPECIALIST

Procare is the industry leader in child care 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’re looking for quick resolution so they can get back to running their business.

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.

This position is for our local installed product- so troubleshooting often involves Windows/networking/hardware issues.

Essential Job Functions

• Deliver excellent customer service and support to end-users via remote connection or over the telephone for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service Cloud
• Diagnosing and resolving technical hardware and software issues in a Windows environment involving network/internet connectivity, email, VPN, and more
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
• Communicate with prospective customers from multiple channels, including phone and email
• Interact with customers and utilize available resources for identifying customer needs and finding resolution
• 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

Requirements

Required Qualifications, Skills, and Experience

• Intermediate knowledge of the Windows 10 operating system and networking
• Punctual, regular, and consistent attendance
• 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
• Effective listening skills
• Multi-tasking capabilities
• Experience with Accounting principles is preferred, or a willingness to learn
• 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 phone-based customer service experience

Living the Procare Values

• Elevate One Another
• Grow Together
• Be A Driver
• Respect all Perspectives
• Keep Our Promises
• Wear the Customer Hat

LOCATION

We have offices in Medford, OR; Rochester Hills, MI; Denver, CO; and Santa Clara and Sacramento, CA.

This position will be based in our modern downtown Denver office with great amenities and mountain views. 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.

Phone lines are open from 5 am-6 pm MT, Monday-Friday

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 Procare Online, the Procare family of brands includes Tuition Express, KidReports, and SchoolCareWorks/DayCareWorks