Experienced Bilingual Italian Customer Support Associate for Revolutionary Satellite Constellation Project at blithequark

Introduction to blithequark and the Industry

Imagine a future where humanity is exploring the stars, and the world is connected like never before. At blithequark, we're making this vision a reality. As a pioneer in the space technology industry, blithequark is actively developing innovative technologies to enable human life on Mars and beyond. Our mission is to make a significant impact on the world, and we're looking for talented individuals to join our team. The satellite constellation project, Starlink, is a crucial part of our mission, aiming to deliver low-latency broadband internet worldwide. As a Customer Support Associate, you will play a vital role in ensuring our customers have an exceptional experience with Starlink.

Job Overview

We're seeking an experienced and bilingual Italian Customer Support Associate to join our Starlink team. As an early member of the Customer Support team, you will be the face of Starlink to our customers, responsible for triaging, troubleshooting, and resolving customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers' experience. If you're an excellent problem solver with a passion for customer success, we want to hear from you.

Key Responsibilities

• Triage and resolve customer issues across multiple channels (digital, voice, etc.), serving as a relentless internal advocate for the customer within blithequark
• Provide technical support to customers using hardware, software, and network expertise, ensuring timely and effective solutions
• Surface product, process, and training issues by pairing quantitative and qualitative methods, and be the voice of the customer, in the language of the business
• Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues, driving continuous improvement
• Create and maintain an internal knowledge base and help center collateral, ensuring that our customers have access to the information they need

Essential Qualifications

• High school diploma or equivalency certificate, demonstrating a strong foundation in education
• 1+ years of experience in a front-line customer support role, with a proven track record of success in resolving customer issues
• Fluent in English and Italian, with excellent written and verbal communication skills, enabling effective communication with our customers

Preferred Skills and Experience

• Excellent problem-solving and sleuthing skills, with the ability to go beyond the apparent and available answer to satisfy the customer
• Excellent written and verbal communication skills, with the ability to distill complex concepts into simple explanations, and a passion for resolving customer issues
• Excellent empathy, active listening, and resiliency skills, with the ability to internalize customer concerns, solve them, and keep it positive
• Strong attention to detail and time management skills, with a pride in your craft and a commitment to delivering high-quality results
• Willingness and ability to flex weekend and night shift hours as needed to support our growth, demonstrating adaptability and a commitment to our customers
• Experience in a training, learning and development, analytics, service design, vendor management, or content management role, with a strong understanding of customer support principles and practices
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment, with a proven ability to thrive in a dynamic and rapidly changing environment
• Technical aptitude, with experience in networking, hardware troubleshooting, software development, or other related technical fields, enabling effective technical support for our customers

Additional Requirements

• Must be available to work scheduled shifts, including holidays, demonstrating a commitment to our customers and our business
• Must be available to work overtime hours and/or weekends as needed, with a willingness to adapt to changing business needs
• This is not a remote position and will require relocation if not already local to the Hawthorne, CA area, with a commitment to joining our team in person
• After 1 week of classroom training M-F 9am-5:30pm, must be available to work 10 hours a day on one of the following shifts:
  • Shift Alpha: Sunday - Monday 10:00 PM - 8:30 AM PST
  • Shift Delta: Friday - Monday 6:00 AM - 4:30 PM PST
  • Shift Echo: Friday- Monday 1:30 PM - 12:00 AM PST

Compensation and Benefits

At blithequark, we offer a competitive compensation package, with a pay range of $24.00/hour to $27.00/hour, depending on experience and qualifications. Your actual level and base salary will be determined on a case-by-case basis, taking into account job-related knowledge and skills, education, and experience. In addition to your base salary, you may be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan.

We also offer a comprehensive benefits package, including access to medical, vision, and dental coverage, a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You will also accrue 3 weeks of paid vacation and be eligible for 10 or more paid holidays per year.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our employees. As a Customer Support Associate, you will have access to training and development opportunities, enabling you to build your skills and advance your career. You will work with a talented team of professionals who are passionate about customer success, and you will have the opportunity to contribute to the development of our customer support strategies and processes.

We're a dynamic and rapidly growing company, with a strong commitment to innovation and excellence. If you're looking for a challenging and rewarding role, with opportunities for growth and development, we encourage you to apply.

Work Environment and Company Culture

At blithequark, we're proud of our company culture, which is built on a foundation of innovation, excellence, and teamwork. We're a collaborative and dynamic team, with a passion for making a difference in the world. Our work environment is fast-paced and challenging, but also rewarding and fun. We offer a range of perks and benefits, including access to cutting-edge technology, a comprehensive wellness program, and a range of social and recreational activities.

We're an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from talented individuals from all backgrounds, and we're committed to creating a work environment that is inclusive, respectful, and supportive of all employees.

Conclusion

If you're a motivated and talented individual, with a passion for customer success and a commitment to excellence, we encourage you to apply for this exciting opportunity. As a Customer Support Associate at blithequark, you will play a vital role in the success of our customers, and you will have the opportunity to contribute to the development of our customer support strategies and processes. Don't miss out on this chance to join a dynamic and rapidly growing company, with a strong commitment to innovation and excellence. Apply now to become a part of our team and help us make a difference in the world.