Bilingual Customer Support Specialist
Procare Solutions
Atlanta, georgia
Job Details
Full-time
Full Job Description
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 (Spanish/English) 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
- Must be fluent in Spanish and English
- 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
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.