Bilingual Customer Support Specialist

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.   

A Little About the Role

The Customer Support Specialist is a caring, enthusiastic, customer-centric, professional, organized individual that possesses exceptional problem-solving and analytical skills.

What you’ll do:

• 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:

• Strong interpersonal, relationship building and active listening skills 
• 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
• Excellent verbal and written communication skills
• Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
• Experience with SQL, DevExpress, collaboration, data visualization, messaging, API, and integration tools
• Technical writing experience 
• Knowledge of Head Start/Early Head Start
• Experience using ChildPlus

Physical Requirements:

• 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

Why Procare?

• 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 EcoPass 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

$23 - $25/year DOE

Location

This position is based in our Atlanta, GA office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Atlanta, GA office a minimum of 3 days a week.