Technical Services Associate Denver, CO; Atlanta, GA; Medford, OR

Procare Software, LLC.; Colorado; Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

HSA with employer contributions

401K with employer match

Employee Stock Purchase Plan

Volunteer & personal days

Professional Development

Job summary

Procare Solutions is seeking a Technical Services Associate to provide escalation support for customer-facing technical issues across on-premise, cloud, and mobile platforms. You will troubleshoot, document defects, fulfill data/reporting requests, and collaborate with cross-functional teams to ensure a smooth customer experience.

The role requires solid troubleshooting, clear communication, and a customer-centric mindset.

Qualifications

• Bachelor’s degree in CS, IS or related field, or bootcamp certification
• 1+ year in a customer-facing support or technical role
• Working knowledge of SQL and scripting for data analysis
• Exposure to SaaS apps and cloud solutions
• CompTIA A+ certification or equivalent is a plus

Responsibilities

• Serve as escalation point for technical issues raised by Customer Support across platforms
• Troubleshoot OS, devices, networks, databases and SaaS apps
• Identify, document and help validate suspected defects
• Fulfill script, data and reporting requests including data updates and reports
• Investigate payment, billing and financial data issues
• Contribute to known-issue tracking and internal knowledge sharing
• Troubleshoot hardware and integrated devices where applicable
• Collaborate with Development, Product and Operations to resolve issues
• Build knowledge of SQL, data schemas and system logs
• Serve as a customer-facing technical resource via chats and calls

Skills

Troubleshooting

Communication

Prioritization

Customer-centric

Learning mindset

Education

Bachelor’s in CS/IS

Bootcamp cert

Equivalent experience

Tools

SQL

Scripting

Job description

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

As a Technical Services Associate, you will be a primary escalation point for technical issues raised by Customer Support across our software platforms, spanning on-premise, cloud and mobile products. You will troubleshoot and resolve technical problems, identify and document suspected defects for validation, and fulfill script, data and reporting requests that keep customer environments accurate and running well. Working across areas such as operating systems, networking, databases, web-based applications and payment and financial data, you will build the platform depth and product expertise that define the Technical Services team. This is the foundation of the Technical Services individual contributor ladder and the starting point for growth toward advanced specialist, project and leadership roles.

What you’ll do:

• Serve as an escalation point for technical issues raised by Customer Support across supported platforms
• Troubleshoot and resolve problems spanning operating systems, mobile devices, networking,databases and web-based or SaaS applications
• Identify, document and help validate suspected software defects, tracking them accurately in thecase and defect systems
• Fulfill script, data and reporting requests, including manual filters, data updates, report creationand updates and related database operations
• Investigate payment, billing and financial data issues and route them appropriately
• Contribute to known-issue tracking, documentation and internal knowledge sharing
• Troubleshoot supported hardware and integrated device solutions where applicable
• Collaborate with peers, Development, Product and Operations to resolve issues and improve thecustomer experience
• Build working knowledge of SQL, data schemas, system logs and related technical tools
• Serve as a customer-facing technical resource, monitoring support chats and handling inbound calls to troubleshoot issues, answer questions, and provide an exceptional customer experience

Our ideal candidate will have:

• Solid troubleshooting and problem-solving skills with attention to detail
• Clear written and verbal communication, including the ability to explain technical concepts simply
• Able to prioritize and follow through in a fast-paced environment with frequent interruptions
• Eager to learn and build platform and product depth over time
• Customer-centric, accountable, results-driven and empowered in line with our values
• Bachelor's degree in Computer Science, Information Systems or a related discipline, or equivalent bootcamp certification and applied experience
• 1+ years' of experience in a customer-facing support or technical support role, typically following experience in a frontline or Tier 1 support function
• Working knowledge of current operating systems and general troubleshooting
• Exposure to web-based or SaaS applications, system logs and cloud-based solutions
• Working knowledge of SQL and scripting for data analysis, reporting and troubleshooting
• CompTIA A+ certification or equivalent IT knowledge is a plus

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?

• 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

$60,000 - $65,000/year DOE

Location

This position can be based in our Denver, CO, Medford, OR 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Procare Solutions’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach or positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval, or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.