Technical Services Specialist I

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the #1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…
We are seeking a dedicated and customer-focused Technical Services Specialist Level 1 to join our team. In this role, you will be responsible for providing exceptional customer service, addressing technical issues, inquiries, and product-related questions through various communication channels, including phone, email, and chat. You will play a crucial role in ensuring our customers receive the support they need while maintaining a high standard of professionalism and technical expertise.

What you will do

• Maintain a positive, empathetic, and professional attitude when interacting with customers
• Provide outstanding customer service by assisting customers with technical issues and inquiries
• Stay up to date with software changes and updates and participate in necessary training
• Ensure punctual, regular, and consistent attendance
• Create and maintain comprehensive documentation related to technical processes and procedures
• Deliver work with a strong emphasis on quality and adherence to expected timelines
• Handle support cases escalated from internal departments that require advanced technical knowledge and research across multiple platforms
• Triage Salesforce queues and support cases for Technical Services
• Perform bug intake for various platforms, including validating and escalating bugs, and exploring potential workarounds
• Schedule and manage customer appointments for troubleshooting and case resolution
• Create customized billing formulas for tuition charges
• Facilitate the migration of locally hosted databases to hosted solutions and transfer basic data between internal accounts
• Manage the migration of hosted databases to local solutions and disable hosted account access when necessary
• Fulfill internal requests using backend utilities for hosted services
• Convert data from external platforms into internal hosted solutions
• Maintain awareness of known issues and bugs to identify trends
• Possess introductory knowledge of SQL, relational database schemas, and database errors
• Utilize APIs, microservices, system logs, and a modern technical toolset
  

Requirements

Our ideal candidate will have:

• Product knowledge in all platforms supported including Desktop, Online, Engagement, Tuition Express, and SchoolCareWorks
• Advanced knowledge of Windows 10 and Windows 11 operating systems and basic networking principles
• Intermediate knowledge of web-based applications and troubleshooting SaaS products
• Intermediate knowledge of client/server relationships and hosted solutions
• Proficiency with Microsoft Office applications
• Professional phone etiquette
• Excellent communication skills, both verbal and written (typing/email)
• Ability to communicate technical information to non-technical audiences, including customers and customer support specialists
• Knowledge of customer service principles and practices
• Active listening skills
• Multi-tasking capabilities
• Preferred experience with hardware and accounting principles
• 2+ years' of customer service or equivalent experience
• CompTIA A+ certification highly recommended
• A degree in Computer Science or Information Systems preferred

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
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Paid Parental Leave
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• 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

Salary

$55,000 -$60,000/year DOE

Location

This position is based in our Denver 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 Denver office a few days a week.