Customer Support Specialist

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

Our ideal candidate will have :

Why ChildPlus?

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. Candidates must be willing and able to work from our Atlanta, GA office a few days a week.