Technical Services Specialist

Procare Solutions; Denver, Atlanta, Medford (CO, GA, OR); Híbrido; USD 60.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

HSA

401k with match

Stock Purchase Plan

Tuition Reimbursement

Disability & Life Insurance

RTD EcoPass

Meals provided

Vacation & Holidays

Volunteer time/Personal days

Professional development

Descripción de la vacante

Procare Solutions in Denver, CO is seeking a Technical Services Specialist I to serve as the primary escalation point for technical issues raised by Customer Support across our on-premise, cloud and mobile platforms. You will troubleshoot, document defects and fulfill data and reporting requests to keep customer environments accurate and running smoothly.

This role spans operating systems, networking, databases and SaaS applications.

Formación

• Solid troubleshooting and problem-solving skills with attention to detail.
• Clear written and verbal communication; able to explain technical concepts simply.
• Ability to prioritize and follow through in a fast-paced environment with interruptions.
• Willingness to learn and build platform depth over time.
• Customer-centric, accountable, results-driven, aligned with company values.

Responsabilidades

• Serve as an escalation point for technical issues across supported platforms.
• Troubleshoot across OS, mobile, networking, databases and SaaS/web apps.
• Identify, document and help validate suspected defects in case/defect systems.
• Fulfill data and reporting requests; create/update reports and perform DB operations.
• Investigate payment, billing and financial data issues and route as needed.
• Collaborate with Development, Product and Operations to resolve issues and improve customer experience.
• Build working knowledge of SQL, data schemas, system logs and related tools.
• Provide customer-facing technical support via chats and calls to ensure an exceptional experience.

Conocimientos

Troubleshooting

Communication skills

Prioritization

Eagerness to learn

Customer focus

SQL knowledge

CompTIA A+ (cert)

Educación

Bachelor's degree in Computer Science or Information Systems

Bootcamp certification

Herramientas

SQL

Descripción del empleo

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 Specialist I, 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 andrunning 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.