Expert Care Specialist

The Expert Care Specialist plays a key role in helping our customers solve software issues, build knowledge, increase user adoption and promote best practices through the delivery of high-quality software support around the PrimeroEdge Child Nutrition products enabling schools across the nation to feed children.

Required Qualifications:

  • Bachelor’s or master’s degree or equivalent work experience
  • Minimum of 1-year experience with Server and Network work
  • Minimum 1-year experience in a customer support or customer service role.
  • Ability to work on projects while maintaining a high closure rate of trouble tickets.
  • Minimum 1-year experience working knowledge of Microsoft SQL Scripting (TSQL).
  • Advance knowledge of MS Office. (Excel, Word, etc.)
  • Working Knowledge of Microsoft PowerShell.
  • Improvise, think creatively and find the solution when it may not be clear.
  • Experience troubleshooting via remote access tools (GoToAssist, LogMeIn, Windows RDP, various VPNs)
  • Experience troubleshooting network protocols
  • Ability to prioritize and perform multiple high priority tasks concurrently with minimal direction
  • Ability to learn software solutions quickly using pre-release documentation and pre-release software.
  • Excellent written and verbal English skills for the purpose of customer communication
  • Able to present project updates to customer representatives
  • Ability to work and learn in a team environment.
  • Ability to work independently without supervision, is detail oriented and works well under pressure
  • Ability to work some flexible hours, including time before and after normal business hours, weekends and holidays if the need arises.
  • Ability to travel an average of 10% as business needs arise.
  • Organized, task and project driven

As an Expert Care Specialist, you will:

  • Understand PrimeroEdge and SchoolCafé in the functional and technical areas of our software as they relate to customer environments
  • Stay abreast of upgrades and new features, documenting new troubleshooting steps as needed
  • Diagnosing and resolving technical issues and documenting resolution and knowledge base (KB) articles
  • Deliver interesting, innovative, stimulating and effective technical support for external customers
  • Contributes to the development and maintenance of documentation for customer and team member knowledge.
  • Partner with other team members to resolve customer issues through collaboration and teamwork.
  • Adhere to company and industry best practices and techniques in processes and procedures in the delivery of support
  • You may be asked to engage in special projects to support success of our customers
  • Phone and Email Support with direct customer contact, logging detailed information for each contact
  • Provide written and verbal step by step instructions to be understood by customers and team members
  • Adhere to SOC Compliance procedures and best practices. Document server access each and every time

Preferred Qualifications:

  • Microsoft or CompTIA Certifications (Networking, SQL Server, Windows Server/Desktop Management, Database Management)
  • Ability to build customer relationships virtually with the goal for continued customer loyalty and advocacy.

To apply for this job email your details to

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