Supervisor, Customer Support at Procare Solutions

| Greater Denver Area
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Supervisor, CUSTOMER SUPPORT

The Supv, Customer Support manages a team of Customer Support Specialists who provide support to end-user (customer) software-related questions and step-by-step solutions. The Customer Support Supervisor will monitor the daily workload to ensure service and quality expectations are met, while also leading by example and responding to customer inquiries up to 50% of the time. The person in this position will identify areas of opportunity for operational improvements and provide training and coaching to team members as needed. The person in this position must be engaging, service-oriented, and technically minded. Customer Support Supervisor commits to excellence and motivates staff to provide the best customer experience.

Living the Values:

  • Elevate One Another- Work together as a team. Celebrate each other's wins.
  • Grow Together- Help your teammates through. Share best practices in a supportive manner. Together we win!
  • Be a Driver- Take the time to find the right solutions for our customers.
  • Respect All Perspectives- This applies to customers, team members, and other Procare teams.
  • Keep Our Promises- To our customers and to each other- we succeed as a team, and we need everyone to do their part.
  • Wear the Customer Hat - Always consider the customer’s point of view. Make sure their interactions with us are positive and they feel heard and understood.

Essential Job Functions:

  • Taking inbound customer calls as needed, up to 50% of the day
  • Partnering with broader support leadership team to identify opportunities for improvements to quality and efficiency and on implementation of support initiatives and strategies
  • Ensuring maintenance of customer service levels including general policies, procedures, and standards
  • Leading the Denver based Customer Support team members providing Customer Support to Procare Select and KidReports Customers – Serve as a POC for the Customer Support team needs for all product lines
  • Assist Director of Customer Support as liaison for day-to-day issues communication between support and cross-functional teams across the organization
  • Assisting during technical or system failures to facilitate proper messaging and equipping Customer Support team with best available information to support our customers
  • Communicate with Director of Customer Support to ensure the necessary resources and tools are available for optimal customer service delivery
  • Take lead on, or assign complex/escalated customer service issues to appropriate staff
  • Coordinate team members between special projects and call volume to ensure appropriate coverage
  • Assisting in identifying and executing opportunities for employee development and confirm training/coaching strategies
  • Support team through special projects and initiatives as needed (e.g. New software testing, Customer success, Vendor recalls, etc.)
  • Participate in interviewing Customer Support candidates and coordinate onboarding and training of new staff
  • Handling customer escalations and tracking resolutions as needed
  • 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 and Salesforce Service Cloud
  • Diagnosing and resolving technical hardware and software issues in a Windows environment involving network/internet connectivity, email, VPN, and more
  • Stay current with software changes/updates and participate in training as required

Requirements

Required Qualifications, Skills, and Experience:

  • At least two years’ experience providing end-user support via telephone
  • One year of supervisory experience
  • Robust written and verbal communication skills
  • Excellent interpersonal skills
  • Ability to explain technical information to a non-technical audience
  • Proficiency with Microsoft Office applications
  • Professional phone etiquette
  • Demonstrated proficiency in typing and grammar
  • Knowledge of relevant software, computer applications and equipment
  • Exceptional knowledge of customer service principles and practices
  • Effective listening skills
  • Ability to successfully manage competing priorities
  • Salesforce and/or NetSuite experience preferred but not required

Physical Requirements:

  • This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
  • Must be able to communicate verbally and in writing (generally via email and/or Chat/Instant Message) with customers and other employees

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 downtown Denver office. Most employees are working remotely right now, and when in the office, we do so in small groups, using all recommended safety precautions.

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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

Learning and 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 stand up
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
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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