Hybrid Customer Support Specialist — Tech & Care

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

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.