Experienced Customer Support Representative – Full Remote Opportunity for Technical Troubleshooting and Customer Success (11 AM – 8 PM EST)

Welcome to blithequark: Where Innovation Meets Customer Satisfaction

At blithequark, we're dedicated to making wholesale easy, so our customers can achieve greater success. As a technology company, we're building the world's most advanced and uncomplicated digital marketplace for used vehicles. We're also a data company, providing our customers with clear, actionable insights to buy and sell smarter. With an entrepreneurial spirit, we're accelerating the future of wholesale remarketing through curiosity, collaboration, and innovation.

Our Values: The Foundation of Our Success

We're driven by a set of core values that guide our actions and decisions. As a Driven Waybuilder, you'll pursue challenges that inspire you to build, create, and innovate. With Relentless Curiosity, you'll seek to understand and improve our customers' experience. We encourage Smart Risk-Taking, transforming risk into progress through data, experience, and intuition. And with Fearless Ownership, you'll deliver what you promise and learn along the way.

Job Overview: Customer Support Representative

We're looking for an experienced Customer Support Representative to join our team, providing superior technical support and troubleshooting for our customers. As a key member of our customer support team, you'll use your technical expertise, customer service skills, and resources to deliver effective solutions to technical issues. This is a full-remote opportunity, operating under the hours of 11 am - 8 pm EST.

Key Responsibilities:

• Identify, research, and resolve technical and end-user application failures and deficiencies.
• Ensure proper follow-through on all directives, bulletins, and schedules from management.
• Proactively identify areas where product improvements can be made to provide enhanced ease-of-use and functionality.
• Educate and coach customers on best practices for using blithequark's products and services.
• Develop and maintain competitive knowledge and expertise in areas of products, industry trends, and other developments.
• Thoroughly document all research and customer interactions in Salesforce (CRM) to ensure product and service reliability.
• Assure customer acceptance of and quality of resolution, identifying and escalating issues that require advanced product knowledge or technical expertise.
• Serve as a Subject Matter Expert for the design and development of training materials.
• Use analytical and decision-making skills to offer options and resolve problems in a variety of contexts.
• Continuously engage in self-directed learning opportunities to increase functional product knowledge.
• Document known errors, workarounds, procedures, and product-specific information.

Essential Qualifications:

To be successful in this role, you'll need:

• A Bachelor's degree or equivalent work experience.
• 2+ years of customer service/contact center experience.
• General automotive knowledge.
• Experience troubleshooting hardware, software, and network-related issues.
• Ability to communicate clearly and concisely, both orally and in writing.
• Demonstrated ability to quickly learn new technologies and a drive to solve problems efficiently and with creativity.
• Strong analytical, technical, and problem-solving skills.

Preferred Qualifications:

While not required, the following skills and experience are preferred:

• Experience with Salesforce, Five9, Slack, and Google Suite.
• Web crawling/search experience.
• Ability to retain knowledge of State/Local/Federal/Contract Requirements for the role.
• Able to successfully manage tasks and inquiries for VIP clientele, including phone etiquette, empathy, and active listening.
• Eagerness to learn, take direction and feedback, multi-task, time manage, and problem-solve.

What We Offer:

At blithequark, we're committed to providing a comprehensive compensation and benefits package, including:

• Hourly range of $17 - $19, depending on experience, skillset, qualifications, and other relevant factors.
• Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US).
• Immediately vested 401K (US) or RRSP (Canada) with company match.
• Paid Vacation, Personal, and Sick Time.
• Paid maternity and paternity leave (US).
• Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US).
• Robust Employee Assistance Program.
• Employer-paid Leap into Service Day to volunteer.
• Tuition Reimbursement for eligible programs.
• Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization.
• Company culture of internal promotions, diverse career paths, and rapid advancement.

Career Growth and Development:

At blithequark, we're committed to helping you grow and develop in your career. You'll have access to:

• Self-directed learning opportunities to increase functional product knowledge.
• Training and development programs to enhance your skills and expertise.
• Opportunities to take on new challenges and responsibilities.
• A culture of internal promotions, diverse career paths, and rapid advancement.

Work Environment and Company Culture:

At blithequark, we're proud of our dynamic and innovative work environment. You'll be part of a team that's:

• Customer-obsessed, with a focus on delivering exceptional experiences and building lasting relationships.
• Organized, with a high level of efficiency and effectiveness in managing tasks, information, and resources.
• Tech-savvy, with a deep understanding and adeptness with technology, effortlessly navigating digital tools and innovations to solve problems.

Conclusion:

If you're a motivated and customer-focused individual with a passion for technology and innovation, we want to hear from you! Apply now to join our team as a Customer Support Representative and take the first step in an exciting and rewarding career with blithequark.