Customer Support Specialist

| Greater Denver Area
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About Procare

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

Procare Solutions is the number 1 name in childcare software – used by more than 30,000 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 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.

What You Will Do…

  • Deliver excellent customer service and support to end-users via remote connection 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
  • Maintain a positive, empathetic, and professional attitude toward customers at all times
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
  • Interact with customers and utilize available resources to identify customer needs and find resolutions
  • 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
  • The phone lines are open from 6 am-9 pm EST (4 am-7 pm MST) and employees will be scheduled a shift within that time frame.

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
  • 1+ years of customer service experience

Benefits

Why Procare?

  • 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
  • Prime downtown location close to restaurants and entertainment
  • Promote from within- excellent career paths

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.

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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?

Here at Procare we have a fun loving and flexible culture, allowing me to choose the days I want to be in office to collaborate. Teams are fun to work with and celebrate every small success together, which highlights our core value “elevate one another.”

Gaurav

Cloud Engineer

What projects are you most excited about?

I'm super excited to standardize having the voice of the people using Procare and our customers at the forefront of our design process.

Brenna

Product Development

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 sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
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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