Customer Support Specialist

Customer Support Specialist

The Bilingual Customer Support Specialist will be responsible for completing Customer Requests through Hub Spot 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.

Primarily responsible for delivering service and support to clients via telephone, e-mail, chat, and appointments. Communicate professionally and effectively in client interactions. Provide technical assistance and guidance in all aspects of the software. Ask probing questions to obtain an accurate understanding of client's needs. Research and provide possible solutions by using analytical, problem-solving, departmental resources, and organizational skills. Troubleshoot and escalate all potential issues appropriately.

Accurately document all internal and external communications in a timely manner. Review open cases daily and complete follow-up weekly. Conduct peer reviews and peer audits as needed. Provide backup reception duties for phone, email, appointments, and chats as needed. Follow all departmental processes and procedures. Perform additional office, documentation, customer service, and special project tasks as required.

Our ideal candidate will have at least 1 year of customer service experience. 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. Experience using Hub Spot, Slack, SharePoint, and Dev Ops. Familiarity with client ticketing systems, VOIP, appointment, video, and chat software. Experience with SQL, Dev Express, collaboration software, data visualization, messaging, API, and integration tools. Technical writing experience. Knowledge of Head Start/Early Head Start. Experience using Child Plus Software.

This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods. Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees. Use of computer, telephone, and other office equipment for the greater part of the workday. Occasional travel may be required for this position.

Excellent comprehensive benefits packages including: 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 Eco Pass for all Denver employees.

Tuition Reimbursement and continued Professional Development. Fast paced, high energy workplace environment in prime downtown location. Regular company provided meals.

Salary $19 - $23/hour DOE

This position is based in our Atlanta, GA office. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.