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

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, 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…

• 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
• 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
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Medical, Dependent Care, and Transportation FSA Plans
• 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 pathing

Location