Experienced Part-Time Customer Support Analyst – Delivering Exceptional Service in Fintech Industry at blithequark

Introduction to blithequark

Imagine being part of a pioneering force in the fintech industry, where innovation and customer satisfaction are at the forefront of everything we do. At blithequark, we're revolutionizing the way merchants and financial institutions interact with consumers through our embedded lending network. Our mission is to provide seamless, personalized financing choices to customers, and we're looking for a talented and success-driven Customer Support Analyst to join our team in New York City, NY.

About the Role

As a Customer Support Analyst at blithequark, you will play a vital role in delivering world-class support to our customers through various channels, including email, chat, and virtual meetings. Your primary goal will be to ensure a seamless and positive experience for our customers, addressing their queries, and resolving issues efficiently. You will be the go-to resource for customer questions and platform issues, serving as the first point of contact for our customers.

Key Responsibilities

• Deliver exceptional support to customers through multiple channels, ensuring prompt resolution of issues and a positive experience.
• Become a subject matter expert on blithequark's products, finding strategic solutions for our customers to succeed.
• Manage the ticket lifecycle, from initial inquiry to resolution, ensuring timely and effective communication with customers.
• Conduct detailed investigations, take clear and concise notes, and effectively communicate issues to other teams to facilitate accurate ticket diagnosis.
• Become knowledgeable in reviewing recorded data from RESTful APIs logs to effectively troubleshoot issues.
• Be comfortable asking probing questions and use Google Cloud Platform to diagnose technical bugs or error messages.
• Clearly convey information, actively listen, and engage with others to minimize back-and-forth exchanges.
• Take initiative in determining next steps and approach challenges with a solutions-focused mindset.
• Identify opportunities to enhance support processes and suggest product improvements to prevent recurring issues.
• Collaborate with the team to contribute to shared goals and practice strong team collaboration.
• Monitor platform activity across different client accounts using Mixpanel, Power BI, and GCP to ensure proper functionality.
• Assist in updating and maintaining the CRM to ensure it accurately reflects the current work environment.

Essential Qualifications

• 0-3 years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s); current students (undergraduate or graduate) are welcome to apply.
• Ability to work in shifts primarily covering evenings (up to 5pm - 8pm ET) and weekends 9am - 1pm / 1pm - 5pm ET.
• Currently pursuing a Bachelor's degree or gaining equivalent relevant experience in Computer Science, Information Systems, or Business Technology.
• Demonstrate a sense of urgency with intention to solve problems efficiently and effectively.
• Strong analytical and problem-solving skills.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Proficient in reading and applying knowledge from documentation, as well as creating knowledge articles.
• Interpersonal and communication skills that can be applied across audiences.

Preferred Qualifications

• Experience in research projects that required investigating issues and documenting findings.
• Leadership roles in clubs or student government where problem-solving was essential.
• Experience with Restful APIs, cloud platforms like Google Cloud Platform (GCP), and Azure.
• Data analysis experience using Excel and Google Sheets.
• Exposure to ticketing systems (e.g., Jira, ServiceNow, or Zendesk).
• Retail or customer service experience (in-person or remote).
• Internship in technical support, customer success, or product support.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Customer Support Analyst, you'll have the opportunity to work with a talented team of professionals, learn about the latest technologies and trends in the fintech industry, and develop valuable skills that will benefit you throughout your career. We offer a range of training and development programs, including mentorship, coaching, and opportunities to attend industry conferences and workshops.

Work Environment and Company Culture

Our office in New York City, NY, is a vibrant and dynamic workspace that fosters collaboration, creativity, and innovation. We believe in creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on a foundation of respect, empathy, and open communication, and we're committed to making sure that every employee feels valued, supported, and empowered to succeed.

Compensation, Perks, and Benefits

We offer a competitive salary range of $50,000 - $65,000 per year, depending on experience, as well as a range of perks and benefits, including health insurance, retirement savings, and paid time off. We also offer opportunities for professional development, including training and education programs, and a dynamic and supportive work environment that fosters growth and success.

Conclusion

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Support Analyst, you'll play a vital role in helping us achieve our mission of providing seamless and personalized financing choices to customers. Don't miss out on this chance to be part of a pioneering force in the fintech industry – apply now and take the first step towards an exciting and rewarding career with blithequark!