What are the responsibilities and job description for the Customer Support Specialist - ChildPlus position at procaresolutions?
About ChildPlus
ChildPlus is the original and most widely used Head Start data management system. ChildPlus Software, a Procare Solutions company, has been focused on making the best Head Start software available since 1985, offering top-notch support and multiple training options with a dedication that can't be beat. Based in Atlanta, Georgia, ChildPlus Software’s goal is to simplify the day-to-day challenges of Head Start and early education operations with outstanding software, service, and support.
A little about the role...
The Customer Support Specialist will be responsible for completing Customer Requests through HubSpot 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.
What you'll do:
- 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, 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
- 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
- Experience using HubSpot, Slack, SharePoint, and DevOps
- Excellent verbal and written communication skills in both English and Spanish
- Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
- Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration tools
- Technical writing experience
- Knowledge of Head Start/Early Head Start
- Experience using ChildPlus Software
Why ChildPlus?
- 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
- Tuition Reimbursement and continued Professional Development
- Fast paced, high energy workplace environment in prime downtown location
- Regular company provided meals
Location
This position is based in our Atlanta, GA office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Atlanta, GA office at least 3 days a week.