Customer Support Specialist

The role

The Customer Support Specialist provides step-by-step solutions for end-user software-related questions. Support is delivered via remote connection over the telephone and through Salesforce Service Cloud.

What you will do

• Deliver customer service and support via remote connection over the telephone for up to 80% of the workday
• Use automated call distribution phone software and Salesforce Service Cloud
• Maintain a positive, empathetic, and professional attitude toward customers
• Interact with customers to provide and process information regarding product usage and services
• Identify customer needs and find resolutions using available resources
• Follow standard processes and procedures with the ability to improvise solutions
• Redirect, identify, or escalate customer cases to appropriate resources
• Offer alternative solutions to retain customer business
• Follow up and make scheduled call backs to customers
• Stay current with software changes/updates and participate in training

Required qualifications

• Professional phone etiquette
• Excellent communication skills, both verbal and written
• Ability to communicate technical information to non-technical audience
• Knowledge of customer service principles and practices
• Active listening skills
• Multi-tasking capabilities
• Ability to recognize when an issue needs to be escalated to Tier 2 support
• Ability to establish proper courses of action to ensure work is completed efficiently
• Associate degree or equivalent work experience
• 1+ years' of customer service experience
• Intermediate knowledge of the Windows 10 operating system and networking
• Proficiency with Microsoft Office applications

Nice to have

• Experience with Accounting principles
• Previous experience with software support, networking and troubleshooting hardware

Benefits

• 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
• Regular company provided meals

About the company

Procare Solutions has been dedicated to empowering early childhood educators for over 30 years. They provide child care management solutions to automate business processes and ensure safety and compliance.