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