Technical Services Associate

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.

A Little About the Role

As a Technical Services Associate, you will be a primary escalation point for technical issues raised by Customer Support across our software platforms, spanning on-premise, cloud and mobile products. You will troubleshoot and resolve technical problems, identify and document suspected defects for validation, and fulfill script, data and reporting requests that keep customer environments accurate and running well. Working across areas such as operating systems, networking, databases, web-based applications and payment and financial data, you will build the platform depth and product expertise that define the Technical Services team. This is the foundation of the Technical Services individual contributor ladder and the starting point for growth toward advanced specialist, project and leadership roles.

What you’ll do:

Serve as an escalation point for technical issues raised by Customer Support across supported platforms

Troubleshoot and resolve problems spanning operating systems, mobile devices, networking, databases and web-based or SaaS applications

Identify, document and help validate suspected software defects, tracking them accurately in the case and defect systems

Fulfill script, data and reporting requests, including manual filters, data updates, report creation and updates and related database operations

Investigate payment, billing and financial data issues and route them appropriately

Contribute to known-issue tracking, documentation and internal knowledge sharing

Troubleshoot supported hardware and integrated device solutions where applicable

Collaborate with peers, Development, Product and Operations to resolve issues and improve the customer experience

Build working knowledge of SQL, data schemas, system logs and related technical tools

Serve as a customer-facing technical resource, monitoring support chats and handling inbound calls to troubleshoot issues, answer questions, and provide an exceptional customer experience

Our ideal candidate will have:

Solid troubleshooting and problem-solving skills with attention to detail

Clear written and verbal communication, including the ability to explain technical concepts simply

Able to prioritize and follow through in a fast-paced environment with frequent interruptions

Eager to learn and build platform and product depth over time

Customer-centric, accountable, results-driven and empowered in line with our values

Bachelor's degree in Computer Science, Information Systems or a related discipline, or equivalent bootcamp certification and applied experience

1+ years' of experience in a customer-facing support or technical support role, typically following experience in a frontline or Tier 1 support function

Working knowledge of current operating systems and general troubleshooting

Exposure to web-based or SaaS applications, system logs and cloud-based solutions

Working knowledge of SQL and scripting for data analysis, reporting and troubleshooting

CompTIA A+ certification or equivalent IT knowledge is a plus

Physical Requirements:

This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods

Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees

Use of computer, telephone, and other office equipment for the greater part of the workday

Occasional travel may be required for this position

Why Procare?

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

RTD EcoPass for all Denver employees

Tuition Reimbursement and continued Professional Development

Fast paced, high energy workplace environment in prime downtown location

Regular company provided meals

Salary

$60,000 - $65,000/year DOE

Location

This position can be based in our Denver, CO, Medford, OR or Atlanta, GA offices. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.