Bilingual Customer Support Specialist (ChildPlus) - Procare Solutions

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.