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 Customer Support Specialist is a caring, enthusiastic, customer-centric, professional, organized individual that possesses exceptional problem-solving and analytical skills.
- Bilingual Spanish/English candidates are strongly encouraged to apply.
- Schedule: Monday - Friday 8:30 AM to 5:30 PM
What you'll do: - Primarily 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, departmental resources, 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: - 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
- Excellent verbal and written communication skills
- Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
- Experience with SQL, DevExpress, collaboration, data visualization, messaging, API, and integration tools
- Technical writing experience
- Knowledge of Head Start/Early Head Start
- Experience using ChildPlus
Why ChildPlus? - Excellent comprehensive benefits packages including: medical, dental, & vision plans
- HSA option with employer contributions
- 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
- Company paid Short and Long-Term disability and Life Insurance
- Tuition Reimbursement and continued Professional Development
- Fast paced, high energy workplace environment in prime downtown location
- Regular company provided meals
Salary $19-$23/hour DOE
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.