Technical Services Specialist

Procare Solutions•Medford, OR

1d•Hybrid

About The Position

As a Technical Services Specialist, you will be the go-to expert for resolving complex technical issues escalated from Customer Support across multiple Procare/ChildPlus Software platforms. Your role will require deep technical troubleshooting and support by handling bug reporting, fulfilling script requests, and managing various reporting tasks.

Requirements

Maintain a positive, empathetic, and professional attitude when working with teams across the organization and assisting customers.
Demonstrate punctual, regular, and consistent attendance.
Excellent written and verbal communication skills, with the ability to simplify technical concepts for non-technical audiences in a clear and approachable way.
Professional, friendly, and customer-focused approach when collaborating across departments and supporting customers.
Strong problem-solving skills and attention to detail.
Ability to work independently and prioritize tasks effectively in a fast-paced environment.
BS in Computer Science, Information Systems or similar engineering discipline or software bootcamp certification and associated internship.
2+ years' of experience providing technical support in a customer-facing role.
Proficient in SQL and script creation for data analysis and troubleshooting (queries, schema understanding).
1+ year working with database structures and report generation tools.
Experience with web-based applications and SaaS product support, including APIs, system logs, and cloud-based solutions.

Responsibilities

Identify and document technical bugs reported by internal teams or clients.
Collaborate with developers and QA teams to ensure accurate logging and tracking of issues.
Assist in verifying bug fixes and updating stakeholders on resolution progress.
Create and execute scripts for various technical operations, including: Manual Filters (Apply and manage data filters as requested), Data Updates (Perform updates to ensure database accuracy and relevance), Module Designer Operations (Copy module designs between databases to meet project needs), and Verification (Confirm accuracy of email and text processes to ensure functionality).
Develop new grid reports based on business needs and specifications.
Modify existing grid reports to reflect updated requirements or data.
Add newly created or updated grid reports to relevant databases.
Address miscellaneous technical requests and troubleshooting issues.
Maintain documentation of tasks and procedures for knowledge sharing and continuity.
Provide Tier 1 support by escalating complex issues to higher tiers when necessary.