About ProcareFor over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.A Little About the RoleThe 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'll do:Deliver excellent customer service and support to end-users via remote connection over the telephone for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service CloudMaintain a positive, empathetic, and professional attitude toward customers at all timesInteract with customers to provide and process information in response to inquiries, concerns,



and requests about product usage and servicesInteract with customers and utilize available resources to identify customer needs and find resolutionsFollow standard processes and procedures with the ability to improvise solutions as neededRedirect, identify, or escalate customer cases to appropriate resources per Company guidelinesOffer alternative solutions where appropriate with the objective of retaining customer's businessFollow up and make scheduled call backs to customers where necessaryStay current with software changes/updates and participate in training as requiredPunctual, regular, and consistent attendanceOur ideal candidate will have:Professional phone etiquetteExcellent communication skills, both verbal and written (typing/email)Ability to communicate technical information to non-technical audienceKnowledge of customer service principles and practicesActive listening skillsMulti-tasking capabilitiesUnderstand the scope of support to be provided to the customer and ability to recognizewhen an issue needs to be escalated to Tier 2 supportEstablish proper courses of action to ensure that work product is completed efficientlyand on time/within proper time limitsMake customer's needs a primary focus of one's actions,



developing and sustainingproductive customer relationshipsAssociate degree or equivalent work experience required1+ years' of customer service experienceExperience with Accounting principles is preferredPrevious experience with software support, networking and troubleshooting hardware isalso preferredIntermediate knowledge of the Windows 10 operating system and networkingProficiency with Microsoft Office applicationsPhysical Requirements:This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periodsFrequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employeesUse of computer, telephone, and other office equipment for the greater part of the workdayOccasional travel may be required for this positionWhy Procare?Excellent comprehensive advantages packages including: medical, dental, & vision plansHSA option with employer contributionsVacation time, holidays, sick days, volunteer & personal days401K Plan with employer match and immediate vestingEmployee Stock Purchase PlanEmployee Discount ProgramMedical, Dependent Care, and Transportation FSA PlansCompany paid Short and Long-Term disability and Life InsuranceRTD EcoPass for all Denver employeesTuition Reimbursement and continued Professional DevelopmentFast paced, high energy workplace environment in prime downtown locationRegular company provided mealsSalary$21 - $23/hour DOELocationThis position is based in our Denver, CO office. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week. #J-18808-Ljbffr

📌 Customer Support Specialist (Hastings County)
🏢 Procare Solutions
📍 Hastings County