About the RoleThe Bilingual Customer Support Specialist will be responsible for completing customer requests through HubSpot tickets. Using telephone, email, chat, and meetings, the specialist will identify customer issues and use troubleshooting, research, and communication skills to resolve each ticket in a timely manner.What you'll doPrimarily responsible for delivering service and support to clients via telephone, e-mail, chat, and appointmentsCommunicate professionally and effectively in client interactionsProvide technical assistance and guidance in all aspects of the softwareAsk probing questions to obtain an accurate understanding of client needsResearch and provide possible solutions using analytical, problem‑solving, departmental resources, and organizational skillsTroubleshoot and escalates all potential issues appropriatelyAccurately document all internal and external communications in a timely mannerReview open cases daily and complete follow‑up weeklyConduct peer reviews and peer audits as neededProvide backup reception duties for phone, email, appointments, and chats as neededFollow all departmental processes and proceduresPerform additional office, documentation, customer service, and special project tasks as requiredOur Ideal Candidate Will HaveAt least 1 year of customer service experienceAbility to communicate with customers both verbally and in written communication in both English and SpanishAbility to multi‑task, set priorities, and manage time effectively while providing outstanding customer serviceFlexible, detail‑oriented, self‑starter who is a highly motivated quick learnerExceptional communication, analytical, problem‑solving, and organizational skillsAbility to handle complex/stressful situations with a high level of professionalismStrong team orientation with a focus on collaborationBachelor's Degree preferred or equivalent work experienceExperience using HubSpot, Slack, SharePoint, and DevOpsFamiliarity with client ticketing systems, VOIP, appointment, video, and chat softwareExperience with SQL, DevExpress, collaboration software, data visualization, messaging, API, and integration toolsTechnical writing experienceKnowledge of Head Start/Early Head StartExperience using ChildPlus SoftwarePhysical RequirementsMostly works in a fixed office and may involve sitting or standing for prolonged periodsFrequently required to communicate verbally and in writing (mostly e‑mail) with customers, prospects, and other employeesUse of computer, telephone, and other office equipment for the greater part of the workdayOccasional travel may be requiredBenefitsHSA option with employer contributionsVacation time, holidays, sick days, volunteer and personal days401(k) plan with employer match and immediate vestingEmployee Stock Purchase PlanEmployee discount programMedical, dependent care, and transportation FSA plansCompany‑paid short and long‑term disability and life insuranceRTD EcoPass for all Denver employeesTuition reimbursement and continued professional developmentFast‑paced, high‑energy workplace environment in a prime downtown locationRegular company‑provided mealsCompensation$23 - $25 per hour DOELocationThis position is based in our Atlanta, GA office. We operate a hybrid in‑office/remote model based on business needs. Candidates must be willing and able to work from our Atlanta office a minimum of three days a week.Equal Employment OpportunityAs set forth in Procare Solutions's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.#J-18808-Ljbffr
