Customer Support Specialist (ChildPlus)

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 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.
What You’ll Do…
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, 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
Requirements
Our Ideal Candidate will have…
At least 1 year of customer service experience
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
Experience using HubSpot, Slack, SharePoint, and DevOps
Excellent verbal and written communication skills
Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
Experience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration tools
Technical writing experience
Knowledge of Head Start/Early Head Start
Experience using ChildPlus Software
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
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
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. The work schedule for this role is Monday – Friday 8:30 AM to 5:30 PM ET. Candidates must be willing and able to work in the office a minimum of 2 days per week.