Customer Support Specialist
Procare Solutions has been dedicated to empowering early childhood educators for over 30 years by providing products and services that enhance care and education. The Customer Support Specialist role focuses on delivering excellent customer service and technical support for software-related inquiries, ensuring a positive experience for end-users.
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
Skills
- Intermediate knowledge of the Windows 10 operating system and networking
- Proficiency with Microsoft Office applications
- Professional phone etiquette
- Excellent communication skills, both verbal and written (typing/email)
- Ability to communicate technical information to non-technical audience
- Knowledge of customer service principles and practices
- Active listening skills
- Multi-tasking capabilities
- Understand the scope of support to be provided to the customer and ability to recognize when an issue needs to be escalated to Tier 2 support
- Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
- Make customer's needs a primary focus of one's actions, developing and sustaining productive customer relationships
- 1+ year(s) of customer service experience
- CompTIA A+ certification
- Punctual, regular, and consistent attendance
- Experience with Accounting principles
- Previous experience with software support, networking and troubleshooting hardware
Benefits
- Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
- HSA option with employer contributions of $50/month
- Vacation time, holidays, sick days, volunteer & personal days
- Paid Parental Leave
- 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 up to $2,000/year and continued Professional Development
- Free access to our Employee Assistance Program with 24/7 live support
- Casual workplace environment
- Some meals provided
- Voluntary Pet Insurance
- Prime downtown location close to restaurants and entertainment
- Promote from within- excellent career paths
Company Overview