Experienced Bilingual Customer Support Specialist – Remote Opportunity Across the US for a Leading Childcare Software Provider

Introduction to KinderSystems

KinderSystems, a pioneering force in the childcare industry, is dedicated to providing innovative subsidy management software-as-a-service (SaaS) solutions. Our mission is to ensure that all families, regardless of their income level, have access to high-quality childcare. With hundreds of state agencies, Head Start programs, and childcare providers relying on our applications, we are committed to making a positive impact on the lives of families across the country. As a leader in our field, we are now seeking an experienced and bilingual Customer Support Specialist to join our team, working remotely from anywhere in the US.

About the Role

As a Customer Support Specialist at KinderSystems, you will play a vital role in delivering exceptional client service and technical support via telephone, email, chat, and personal interaction. We are looking for a highly motivated and customer-focused individual who is passionate about providing top-notch support to our clients. If you have a strong attention to detail, excellent communication skills, and a passion for helping others, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Answering telephone calls, emails, and chats in a fast-paced call center environment, ensuring prompt and professional responses to client inquiries
• Accurately documenting and processing customer claims in our systems, maintaining the highest level of accuracy and attention to detail
• Following all required scripts, policies, and procedures, ensuring compliance with regulatory requirements and company standards
• Complying with requirements surrounding confidential information and personal information, maintaining the trust and confidentiality of our clients
• Appropriately escalating customer issues to management, ensuring timely and effective resolution of complex issues
• Utilizing knowledge base and training to answer customer questions accurately, staying up-to-date with the latest product information and industry developments
• Training end-users on how to use our software products and systems, providing exceptional customer support and ensuring seamless adoption
• Helping to meet customer Service Level Agreements (SLAs), ensuring the highest level of customer satisfaction and loyalty
• Attending meetings and training sessions, reviewing new training material, and staying current with changes in our products and services
• Ensuring first call resolution through effective problem-solving and call handling, minimizing the need for follow-up calls and ensuring customer satisfaction
• Occasional travel may be required for conferences or to visit customer sites, providing opportunities for professional development and networking
• Occasional on-call or overtime evening hours may be required, as well as occasional weekend hours, depending on the needs of our clients

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Bilingual skills, including written and verbal communication, with the ability to communicate effectively with clients in multiple languages
• Experience working in a support center, preferably in a SaaS environment, with a strong understanding of customer support principles and practices
• Experience within the childcare industry, preferably within a subsidized childcare program, with a deep understanding of the challenges and opportunities facing our clients
• Experience with KinderSystems software is highly desirable, with a strong understanding of our products and services
• Strong interpersonal, writing, and verbal communication skills, with the ability to communicate complex technical information in a clear and concise manner
• Excellent troubleshooting skills, with the ability to analyze complex issues and develop effective solutions
• Teamwork and collaboration skills, with the ability to work effectively with colleagues and clients to achieve common goals
• Education and experience in customer handling skills, with a strong understanding of customer support principles and practices
• Experience with CRMs, with a strong understanding of customer relationship management principles and practices
• Experience with Microsoft Word, Outlook, and Excel, with a strong understanding of Microsoft Office applications
• Three or more years of on-the-job technical writing, training, or education experience, with a strong understanding of technical communication principles and practices
• The ability to travel locally/nationally for up to a week at a time, with a valid passport and driver's license

What We Offer

In return for your skills and experience, we offer a comprehensive compensation package, including:

• The ability to work from anywhere in the United States, with a flexible and remote work arrangement
• Starting pay of $20/hr, depending on experience, with opportunities for professional development and career advancement
• A comprehensive benefits package, including health, vision, and dental insurance, starting the first of the month after your start date
• A 401(k) retirement plan, with company match, to help you plan for your future
• Paid company holidays and generous PTO, to ensure you have time to relax and recharge
• A friendly, supportive, and adventurous environment, with a team of engaged colleagues who are passionate about making a difference in the childcare industry

Our Culture and Values