Bilingual Customer Support Specialist

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 Bilingual Customer Support Specialist is a caring, enthusiastic, customer-centric, professional, organized individual that possesses exceptional problem-solving and analytical skills.

• Bilingual Spanish/English candidates are strongly encouraged to apply. 
• Schedule: Monday – Friday 8:30 AM to 5:30 PM

What you'll do:

• Primarily 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, departmental resources, 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: 

• 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 
• Excellent verbal and written communication skills
• Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
• Experience with SQL, DevExpress, collaboration, data visualization, messaging, API, and integration tools 
• Technical writing experience 
• Knowledge of Head Start/Early Head Start 
• Experience using ChildPlus

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 a few days a week.