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&nbsp;maintain compliance. With more than 35 years of experience, ChildPlus Software was the first Head&nbsp;<br>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&nbsp;<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. &nbsp;&nbsp;</p> <p><strong><span data-contrast="auto">A Little About the Role</span></strong></p> <p>The Customer Support Specialist I 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>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 whe