Customer Support Specialist

Procare Solutions; Quinte West; Hybrid; CAD 41,000 - 45,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401K with employer match

Employee Stock Purchase Plan

Tuition reimbursement

Job summary

Procare Solutions is seeking a Customer Support Specialist to provide remote assistance and step-by-step software guidance to end users. You will communicate technical information to non-technical audiences, resolve inquiries, and maintain a high level of service while using Salesforce Service Cloud and other support tools.

The role emphasizes empathy, teamwork, and continuous learning in a hybrid Denver/Atlanta setting.

Qualifications

• 1+ years of customer service experience
• Experience with accounting principles is preferred
• Experience with software support, networking and troubleshooting hardware is preferred
• Intermediate knowledge of Windows 10 and networking
• Proficiency with Microsoft Office applications

Responsibilities

• Deliver excellent customer service and support to end-users via remote connection over the telephone for up to 80% of the workday, using automated calldistribution and Salesforce Service Cloud
• Maintain a positive, empathetic, and professional attitude toward customers
• Interact with customers to provide and process information about product usage and services
• Identify customer needs and find resolutions
• Follow standard processes and escalate cases as needed
• Offer alternative solutions to retain customer business
• Follow up with customers and perform callbacks when necessary
• Stay current with software changes/updates and participate in training
• Attend regularly and punctually

Skills

Phone etiquette

Communication

Technical communication

Customer service principles

Active listening

Multitasking

Escalation to Tier 2

Time management

Relationship building

Microsoft Office

Education

Associate degree or equivalent

Tools

Salesforce Service Cloud

Call distribution software

Windows 10

Networking basics

Job description

About Procare

For 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 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 solutionsin 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 calldistribution 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 escalation 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

Our ideal candidate will have:

• 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
• Understand the scope of support to be provided to the customer and ability to recognizewhen an issue needs to be escalated to Tier 2 support
• Establish proper courses of action to ensure that work product is completed efficientlyand on time/within proper time limits
• Make customer’s needs a primary focus of one’s actions, developing and sustainingproductive customer relationships
• Associate degree or equivalent work experience required
• 1+ years’ of customer service experience
• Experience with Accounting principles is preferred
• Previous experience with software support, networking and troubleshooting hardware isalso preferred
• Intermediate knowledge of the Windows 10 operating system and networking
• Proficiency with Microsoft Office applications

Physical Requirements:

• This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
• Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
• Use of computer, telephone, and other office equipment for the greater part of the workday
• Occasional travel may be required for this position

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Fast paced, high energy workplace environment in prime downtown location
• Regular company provided meals

Salary

$21 - $23/hour DOE

Location

This position can be based in our Denver, CO or Atlanta, GA offices. 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.