Posted in: Other in Denver | Posted: |
About Procare
Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.
Procare Solutions is the #1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.
We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.
A little about the role…We are seeking a dedicated and customer-focused Technical Services Specialist Level 1 to join our team. In this role, you will be responsible for providing exceptional customer service, addressing technical issues, inquiries, and product-related questions through various communication channels, including phone, email, and chat. You will play a crucial role in ensuring our customers receive the support they need while maintaining a high standard of professionalism and technical expertise.
What you will do
Maintain a positive, empathetic, and professional attitude when interacting with customers
Provide outstanding customer service by assisting customers with technical issues and inquiries
Stay up to date with software changes and updates and participate in necessary training
Ensure punctual, regular, and consistent attendance
Create and maintain comprehensive documentation related to technical processes and procedures
Deliver work with a strong emphasis on quality and adherence to expected timelines
Handle support cases escalated from internal departments that require advanced technical knowledge and research across multiple platforms
Triage Salesforce queues and support cases for Technical Services
Perform bug intake for various platforms, including validating and escalating bugs, and exploring potential workarounds
Schedule and manage customer appointments for troubleshooting and case resolution
Create customized billing formulas for tuition charges
Facilitate the migration of locally hosted databases to hosted solutions and transfer basic data between internal accounts
Manage the migration of hosted databases to local solutions and disable hosted account access when necessary
Fulfill internal requests using backend utilities for hosted services
Convert data from external platforms into internal hosted solutions
Maintain awareness of known issues and bugs to identify trends
Possess introductory knowledge of SQL, relational database schemas, and database errors
Utilize APIs, microservices, system logs, and a modern technical toolset
Requirements
Our Ideal Candidate Will Have
Product knowledge in all platforms supported including Desktop, Online, Engagement, Tuition Express, and SchoolCareWorks
Advanced knowledge of Windows 10 and Windows 11 operating systems and basic networking principles
Intermediate knowledge of web-based applications and troubleshooting SaaS products
Intermediate knowledge of client/server relationships and hosted solutions
Proficiency with Microsoft Office applications
Professional phone etiquette
Excellent communication skills, both verbal and written (typing/email)
Ability to communicate technical information to non-technical audiences, including customers and customer support specialists
Knowledge of customer service principles and practices
Active listening skills
Multi-tasking capabilities
Preferred experience with hardware and accounting principles
2+ years' of customer service or equivalent experience
CompTIA A+ certification highly recommended
A degree in Computer Science or Information Systems preferred
Benefits
Why Procare?
Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
HSA option with employer contributions of $50/month
Vacation time, holidays, sick days, volunteer & personal days
401K Plan with employer match and immediate vesting
Medical, Dependent Care, and Transportation FSA Plans
Paid Parental Leave
Company paid Short and Long-Term disability and Life Insurance
RTD EcoPass for all Denver employees
Tuition Reimbursement up to $2,000/year and continued Professional Development
Free access to our Employee Assistance Program with 24/7 live support
Casual workplace environment
Some meals provided
Voluntary Pet Insurance
Prime downtown location close to restaurants and entertainment
Promote from within- excellent career paths
Salary
$55,000 -$60,000/year DOE
Location
This position is based in our Denver 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 Denver office a few days a week.