Bilingual Customer Support Specialist
About The Position
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. The Customer Support Specialist is a caring, enthusiastic, customer-centric, professional, organized individual that possesses exceptional problem-solving and analytical skills.
Requirements
- Strong interpersonal, relationship building and active listening skills
- Ability to multi-task, set priorities, and manage time effectively while providing outstanding customer service
- Flexible, detail-oriented, self-starter that is a highly motivated quick learner
- Must possess exceptional communication, analytical, problem-solving, and organizational skills.
- Ability to handle complex/stressful situations with a high level of professionalism
- Strong team orientation with a focus on collaboration
- Excellent verbal and written communication skills
- Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
- Experience with SQL, DevExpress, collaboration, data visualization, messaging, API, and integration tools
- Technical writing experience
- Knowledge of Head Start/Early Head Start
- Experience using ChildPlus
Nice To Haves
- Bachelor's Degree preferred OR equivalent work experience
Responsibilities
- Primarily responsible for delivering service and support to clients via telephone, e-mail, chat, and appointments
- Communicate professionally and effectively in client interactions
- Provide technical assistance and guidance in all aspects of the software
- Ask probing questions to obtain an accurate understanding of client’s needs
- Research and provide possible solutions by using analytical, problem-solving, departmental resources, and organizational skills
- Troubleshoot and escalate all potential issues appropriately
- Accurately document all internal and external communications in a timely manner
- Review open cases daily and complete follow-up weekly
- Conduct peer reviews and peer audits as needed
- Provide backup reception duties for phone, email, appointments, and chats as needed
- Follow all departmental processes and procedures
- Perform additional office, documentation, customer service, and special project tasks as required
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
