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ChildWare Client Support Specialist in Philadelphia, PA at Public Health Management Corporation

Date Posted: 12/28/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    12/28/2018

Job Description

Job Overview:

The Client Support Specialist is a member of the ChildWare and ECE Special Project team and is on the front line of support for clients and users of ChildWare—a cloud-based child care data management system. ChildWare is a project of the Early Childhood Education component within PHMC and is a data management tool for early childhood education providers in the Philadelphia region. ChildWare is part of a set of projects within the ECE component that seek to increase and support the management and financial capacity of early care and education providers in the region and beyond.  

The Client Support Specialist reports to the ECE Special Projects Manager and works in coordination with other members of the ChildWare team to deliver high quality customer service, training and support to ChildWare users, including both independently licensed users and providers within the Philadelphia PHLpreK initiative. The position is grant-funded, full-time, 100% FTE. The position operates from PHMC’s main offices at 1500 Market Street, Philadelphia, PA.  This position requires local travel in the five counties of Southeaster PA and some travel throughout Pennsylvania and nearby states.

Responsibilities:

  • Develop a thorough understanding of the ChildWare data system, including ChildWare 1.0 and ChildWare 2.0.
  • Provide ChildWare clients with user support – this is managed through a help desk system and includes on-line support, email correspondence, and phone support. This activity consists primarily of troubleshooting issues and providing users with information on how to enter and manage data in ChildWare.
  • Coordinate with other ChildWare team members and with PHMC’s Information Technology Support Team to prioritize support request and response to user requests.
  • Coordinate and carry out various client management activities including contract follow-up, invoice follow-up, client services and payment/contract tracking and trouble-shooting. This activity is done in coordination with the Program manager and other department staff.
  • Support the client onboarding process with the Program Manger and other team members including system demonstrations, client communication and contract development.
  • Provide account set-up services and participate in initial training to all new ChildWare users, including support for data migration and technical assistance.
  • Support marketing and outreach activities to ensure client growth and program sustainability, including demos and presenting at conferences.
  • Assist in new feature development including compiling user feedback, developing business requirements and specifications, testing, documentation and communication strategies to support new feature release.
  • Update, create and distribute user support materials such as user manuals, how-to-guides, tip sheets and recorded webinars.
  • Assist with activities and tasks related to ongoing data-related programs and special projects within the ECE Component.
  • Other duties as assigned.

Skills:

  • Knowledge of the ECE field – specifically child care billing, subsidized child care system and child care financial management
  • Knowledge of MIS software for financial management, client billing, and/or early childhood education management or other related social service field
  • Strong technology skills including advanced skills in MS Excel, data bases and/or data systems
  • Ability to multi-task and manage a variety of projects simultaneously
  • Ability to work independently and as a part of a team
  • Strong customer management skills
  • Ability to communicate effectively and work productively with colleagues, service providers, program participants, and other related organizations in a positive, pleasant, professional and productive manner in writing, by telephone, and in personal contacts
  • Knowledge of personal computers and networked systems and their use and applications for data base management, tracking and reporting, etc. in a human services or similar environment
  • Strong project management skills

Experience:

  • Minimum of 3 years work experience in information technology, user support, and/or administration of an early childhood program or similar area of work
  • Experience troubleshooting and providing support to individuals in the use of technology and MIS software
  • Experience in handling multiple tasks simultaneously, prioritizing effectively, and setting and meeting deadlines

Education Requirement:

  • Bachelor’s Degree

Salary:

  • Commensurate with education and experience