Experienced Customer Support Representative – Remote Position for Blithequark Customer Service Team in the US

Introduction to Blithequark

Imagine being part of a dynamic team that is passionate about delivering exceptional customer experiences. At blithequark, we are committed to providing top-notch support to our clients, and we are looking for talented individuals to join our customer support team. As a customer support representative, you will have the opportunity to work with a leading organization in the industry, providing assistance to clients via phone, and contributing to the growth and success of our company.

Job Overview

We are seeking an experienced customer support representative to join our team at blithequark. As a member of our customer support team, you will be responsible for providing first-level issue troubleshooting via phone for all hardware and software supported by our systems. You will be the primary point of contact for our clients, and your goal will be to resolve issues efficiently and effectively, ensuring a high level of customer satisfaction.

Key Responsibilities

• Provide goal-oriented solutions to issues that can be resolved via phone, and when necessary, refer more complex issues to a certified support specialist.
• Offer first-level support to end-users for PC hardware and Network (Windows 7/Windows XP environments) and Mainframe (UNIX/IBM) environments.
• Conduct issue determination for the IT areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, and more.
• May interact with internal and external support teams and third-party vendors to identify and address core issues.
• Simulate or replicate customer issues to determine operational difficulties.
• Maintain daily awareness of outages and issues system-wide.
• Escalate incidents to escalation teams to ensure customer resolution.
• Provide timely communication (verbal or written) to Level 2 support or other management staff, as needed.
• Expeditiously consult with Level 2 support or other management staff regarding quality issues to determine effectiveness or policy.
• Stay at work longer than required as needed and when approved.
• Maintain confidentiality regarding employee, company, and customer data.
• Demonstrate commitment to and compliance with all company and departmental policies, procedures, and practices.

Requirements for Success

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

• Minimum 2+ years of help desk or customer support experience.
• Technical degree or equivalent experience.
• 2+ years of troubleshooting experience with service desk environments.
• Knowledge and/or experience with internal server/mainframe applications, such as Offers, QIK, IBM/TSO/TPX, and Staff.

Preferred Qualifications

The following qualifications are preferred but not required:

• Apple certification (Apple Genius).
• A+ Certification.
• Bachelor's degree.

Skills and Competencies

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

• Solid interpersonal, written, and verbal communication skills.
• Ability to multitask in a fast-paced environment.
• Solid problem-solving and analytical skills.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a customer support representative, you will have access to training and development programs, as well as opportunities for career advancement. You will be able to expand your skill set, gain new knowledge, and take on new challenges, all while contributing to the success of our company.

Work Environment and Company Culture

Our company culture is built on the principles of inclusivity, diversity, and respect. We believe in creating a work environment that is supportive, collaborative, and empowering. As a member of our team, you will be part of a dynamic and diverse group of individuals who are passionate about delivering exceptional customer experiences. You will have the opportunity to work with a talented team of professionals who are dedicated to their work and committed to excellence.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) program and other perks. You will also have access to our employee assistance program, pet insurance, and discounts on hotels, cars, cruises, and more.

Conclusion

If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for this position. As a customer support representative at blithequark, you will have the opportunity to make a real difference in the lives of our clients, while also contributing to the growth and success of our company. Don't miss out on this exciting opportunity to join our team and take your career to the next level. Apply today and let's build the future together!