Customer Support Specialist

Procare Solutions • Atlanta, GA

7d • $21 - $23 • Hybrid

About The Position

Procare Solutions is seeking a Customer Support Specialist to provide step-by-step solutions for customers’ software-related questions. The specialist communicates solutions in a clear, user-friendly, and professional manner, delivering an excellent customer experience. 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 the Denver, Colorado, or Atlanta, Georgia, office and follows a hybrid model, with at least three days per week in the office.

Requirements

• Professional phone etiquette.
• Excellent verbal and written communication skills, including typing and email.
• Ability to explain 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 should be escalated to Tier 2 support.
• Ability to establish appropriate courses of action and complete work efficiently and within required time limits.
• Ability to prioritize customer needs and develop and sustain productive customer relationships.
• Associate degree or equivalent work experience.
• At least 1 year of customer service experience.
• Intermediate knowledge of Windows 10 and networking.
• Proficiency with Microsoft Office applications.
• 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

• Provide customer service and support to end users by telephone and remote connection, using automated call distribution 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 resolve issues.
• Follow standard processes and procedures while adapting solutions when needed.
• Redirect, identify, or escalate customer cases according to company guidelines, including recognizing issues requiring Tier 2 support.
• Offer alternative solutions where appropriate to help retain customer business.
• Follow up with customers 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.
• HSA 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 FSA plans.
• Company-paid short- and long-term disability 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