Experienced Customer Support Specialist for Remote Technical and Customer Service Role - Utilizing SQL, OS, and Networking Knowledge to Deliver Exceptional Support

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our innovative medical device solutions. As a leader in the healthcare industry, we understand the importance of providing top-notch support to our clients, including doctors, nurses, pharmacies, and other healthcare entities. We are seeking a highly skilled and enthusiastic Customer Support Specialist to join our team, working remotely to provide technical and customer support to our valued clients.

Job Overview

This is an exciting entry-level opportunity for a Customer Support Specialist with 1-5 years of technical and customer support experience. As the first voice our clients will hear, you will be the first level of support, responsible for accepting inbound calls, obtaining necessary information, attempting to resolve incidents, and escalating issues when necessary. Your exceptional customer service skills, both written and verbal, will be essential in providing a positive experience for our clients.

Key Responsibilities

• Accept inbound calls from clients, including doctors, nurses, pharmacies, and other healthcare entities, and provide timely and effective support
• Obtain necessary information, attempt to resolve incidents, and escalate issues when necessary
• Delegate pending call-backs to the appropriate Customer Support Specialist tiers
• Document client interactions, including concerns, complaints, facility, and phone number, in a professional and accurate manner
• Follow necessary Customer Support protocols and interact with clients in a professional and enthusiastic manner via verbal and written communication
• Promptly answer support calls, document, and transfer with a high level of urgency
• Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
• Resolve open tickets and communicate resolution to clients to confirm satisfaction
• Use internal support applications to communicate professionally, effectively, and timely with the internal team and clients
• Support the field implementation team to successfully complete installations
• Coordinate and execute the shipment of parts and supplies to clients

Essential and Preferred Qualifications

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

• 1-5 years of technical and customer support experience
• Ability to review application and OS logs
• Excellent customer service skills, both written and verbal
• Strong understanding of databases, including SQL Server (SQL 2008/2012) and the ability to write queries and analyze SQL data
• Exposure to SSIS (SQL Job), SQL Reporting Services, and OS knowledge, including Server 2008/Server 2012/Windows 7
• Basic understanding of Group Policies, Security Permissions, and Networking topology, including DNS, DHCP, LAN/WAN, and Telnet
• Ability to work in a fast-paced environment and maintain a professional demeanor in high-pressure situations

Preferred qualifications include:

• Certifications such as A+ and N+
• Experience with VMware and Active Directory
• Strong understanding of XML language and ability to review application and OS logs

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent written and verbal communication skills, with the ability to clearly articulate solutions to complex technical problems
• Strong time management and multitasking skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Excellent organizational skills, with the ability to maintain accurate and detailed records
• Ability to work independently and as part of a team, with a strong commitment to quality, customer service, and patient safety
• Ability to understand and communicate complex technical systems to a non-technical audience
• Strong problem-solving skills, with the ability to troubleshoot and resolve technical issues in a timely and effective manner

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Specialist, you will have the opportunity to develop your technical and customer support skills, with access to training and development programs to help you advance in your career. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. As a remote employee, you will have the flexibility to work from the comfort of your own home, with the opportunity to collaborate with your colleagues through virtual meetings and communication tools. We are a dynamic and innovative company, with a strong commitment to our values of quality, customer service, and patient safety.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary range of $40,000 - $60,000 per year, depending on experience. You will also be eligible for a range of perks and benefits, including health insurance, retirement savings, and paid time off. We also offer a range of discounts and promotions on our products and services, as well as opportunities for professional development and growth.

Conclusion

If you are a motivated and enthusiastic individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will have the opportunity to develop your technical and customer support skills, work with a talented team of professionals, and contribute to the success of our company. Don't miss out on this opportunity to join our team and take your career to the next level. Apply today!