Customer Support Specialist

Procare Solutions • Denver, GA

10d • Hybrid

About The Position

Procare Solutions is hiring a Customer Support Specialist to provide end users with support and step-by-step solutions for software-related questions. The specialist communicates solutions in a clear, user-friendly, and professional manner and is expected to be engaging, service-oriented, and technically minded. The role focuses on delivering an excellent customer experience and resolving questions about product usage and services.

Support is provided remotely by telephone for up to 80% of the workday, using automated call distribution phone software and Salesforce Service Cloud. The position is based in either the Denver, Colorado, or Atlanta, Georgia, office and follows a hybrid model based on business needs. Employees must be willing and able to work in the office at least three days per week. The listed salary is $21–$23 per hour, depending on experience.

Requirements

• Professional phone etiquette.
• Excellent verbal and written communication skills, including typing and email.
• Ability to communicate technical information to a non-technical audience.
• Knowledge of customer service principles and practices.
• Active listening skills.
• Ability to multitask.
• Ability to understand the scope of customer support and recognize when an issue needs escalation to Tier 2 support.
• Ability to establish appropriate courses of action and complete work efficiently and on time.
• Ability to make customer needs a primary focus and develop and sustain productive customer relationships.
• Associate degree or equivalent work experience.
• At least 1 year of customer service experience.
• Intermediate knowledge of the Windows 10 operating system and networking.
• Willingness and ability to work in the office at least 3 days per week.

Nice To Haves

• Experience with accounting principles.
• Previous experience with software support, networking, and hardware troubleshooting.

Responsibilities

• Deliver customer service and support to end users by telephone and remote connection, using automated call distribution phone software and Salesforce Service Cloud.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Respond to customer inquiries, concerns, and requests about product usage and services.
• Use available resources to identify customer needs and find resolutions.
• Follow standard processes and procedures, improvising solutions when needed.
• Redirect, identify, or escalate customer cases to appropriate resources according to company guidelines.
• Offer alternative solutions when appropriate to help retain customers’ business.
• Follow up and make scheduled callbacks when necessary.
• Stay current with software changes and updates and participate in required training.
• Maintain punctual, regular, and consistent attendance.

Benefits

• Medical, dental, and vision plans.
• Health Savings Account option with employer contributions.
• Vacation time, holidays, sick days, volunteer days, and personal days.
• 401(k) plan with employer match and immediate vesting.
• Employee Stock Purchase Plan.
• Employee Discount Program.
• Medical, Dependent Care, and Transportation Flexible Spending Account plans.
• Company-paid short- and long-term disability insurance and life insurance.
• RTD EcoPass for Denver employees.
• Tuition reimbursement and continued professional development.
• Regular company-provided meals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree