Bilingual Customer Support Specialist

<p><strong><span data-contrast="auto">About Procare</span></strong></p> <p class="x_MsoNormal" data-olk-copy-source="MessageBody">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.&nbsp; 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.</p> <p class="x_MsoNormal">Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds. &nbsp;&nbsp;</p> <p><strong><span data-contrast="auto">A Little About the Role</span></strong></p> <p>The Customer Support Specialist provides support and step-by-step solutions for end-user (customer) software-related questions. Support is provided by clearly communicating solutions in a user-friendly and professional manner. The person in this position must be engaging, service-oriented, and technically minded. Customer Support Specialists commit to excellence and provide the best customer experience.&nbsp;</p> <p><strong><span data-contrast="auto">What you’ll do:</span></strong></p> <ul> <li>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&nbsp;</li> <li>Maintain a positive, empathetic, and professional attitude toward customers at all times&nbsp;</li> <li>Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services&nbsp;</li> <li>Interact with customers and utilize available resources to identify customer needs and find resolutions&nbsp;</li> <li>Follow standard processes and procedures with the ability to improvise solutions as needed&nbsp;</li> <li>Redirect, identify, or escalate customer cases to appropriate resources per Company guidelines&nbsp;</li> <li>Offer alternative solutions where appropriate with the objective of retaining customer’s business&nbsp;</li> <li>Follow up and make scheduled call backs to customers where necessary&nbsp;</li> <li>Stay current with software changes/updates and participate in training as required&nbsp;</li> <li>Punctual, regular, and consistent attendance</li> </ul&g