Bilingual Customer Support Specialist

<p><strong><span data-contrast="auto">About Procare</span></strong></p> <p class="x_MsoNormal" data-olk-copy-source="MessageBody">ChildPlus by Procare Solutions, exists to help our users monitor and manage their programs, to make informed decisions, and maintain compliance. With more than 35 years of experience, ChildPlus Software was the first Head Start data management software to simplify the day-to-day challenges of Head Start operations with outstanding software, service, and support. Our seamless design is easy to adopt and allows users to customize nearly every feature for a truly unique experience. With ChildPlus, you can centralize your children’s data, analyze reports to make data-driven decisions, and track trends. Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and <br>unparalleled service. </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.   </p> <p><strong><span data-contrast="auto">A Little About the Role</span></strong></p> <p>The Bilingual 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.</p> <p><strong><span data-contrast="auto">What you’ll do:</span></strong></p> <ul> <li>Primarily responsible for delivering service and support to clients via telephone, e-mail, chat, and appointments</li> <li>Communicate professionally and effectively in client interactions</li> <li>Provide technical assistance and guidance in all aspects of the software</li> <li>Ask probing questions to obtain an accurate understanding of client’s needs</li> <li>Research and provide possible solutions by using analytical, problem-solving, departmental resources, and organizational skills</li> <li>Troubleshoot and escalate all potential issues appropriately </li> <li>Accurately document all internal and external communications in a timely manner</li> <li>Review open cases daily and complete follow-up weekly</li> <li>Conduct peer reviews and peer audits as needed</li> <li>Provide backup reception duties for phone, email, appointments, and chats as needed</li> <li>Follow all departmental processes and procedures</li> <li>Perform additional office, documentation, custo