Customer Support Specialist

Child Plus is the original and most widely used Head Start data management system. Child Plus 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, Child Plus Software’s goal is to simplify the day‑to‑day challenges of Head Start and early education operations with outstanding software, service, and support.

The Customer Support Specialist will be responsible for completing Customer Requests through Hub Spot tickets. Using telephone, email, chat and meetings, the specialist will be required to complete tickets in a timely manner, identifying the customer’s issues and utilizing troubleshooting, research, and communication skills to close each ticket.

• Deliver 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 needs.
• Research and provide possible solutions using analytical, problem‑solving, and organizational skills.
• Troubleshoot and appropriately escalate potential issues.
• 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 required.
• Follow all departmental processes and procedures.
• Perform additional office, documentation, customer service, and special‑project tasks as required.

• At least 1 year of customer service experience.
• 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 who is a highly motivated quick learner.
• 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.
• Experience using Hub Spot, Slack, SharePoint, and Dev Ops.
• Excellent verbal and written communication skills in both English and Spanish.
• Familiarity with client ticketing systems, VOIP, appointment, video, and chat software.
• Experience with SQL, Dev Express, collaboration software, data visualization, messaging, API, and integration tools.
• Technical writing experience.
• Knowledge of Head Start/Early Head Start.
• Experience using Child Plus Software.

• HSA option with employer contributions.
• Vacation time, holidays, sick days, volunteer & personal days.
• 401(k) 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 a prime downtown location.
• Regular company‑provided meals.

This position is based in our Atlanta, GA office. We operate a flexible hybrid in‑office/remote model based on business needs. Candidates must be willing and able to work from our Atlanta, GA office at least three days a week.

As set forth in Procare Solutions’ Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.