Customer Support Specialist
Procare Solutions•Atlanta, GA
•$21 - $23•Hybrid
About The Position
The Customer Support Specialist I will be responsible for completing Customer Requests through HubSpot Tickets. Using telephone, email, chat and meetings, the specialist will be required to complete tickets in a timely manner. This includes identifying the customer’s issues, and utilizing troubleshooting, researching, and excellent communication skills to complete each ticket.
Requirements
- At least 1 year of customer service experience
- 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
- Bachelor’s Degree preferred OR equivalent work experience
- Excellent verbal and written communication skills in both English and Spanish
Nice To Haves
- Experience using HubSpot, Slack, SharePoint, and DevOps
- Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
- Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration tools
- Technical writing experience
- Knowledge of Head Start/Early Head Start
- Experience using ChildPlus Software
Responsibilities
- 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 call distribution 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 escalate 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
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
Entry Level
Education Level
Associate degree
