Experienced Full Stack Customer Support Specialist – Web & Cloud Application Development

Are you a customer-centric individual with a passion for innovation and a drive to consistently improve? Do you thrive in a dynamic environment where no two days are the same? If so, we invite you to join our team at blithequark as a Senior Product Support Specialist. As a key member of our customer support team, you will play a vital role in delivering exceptional experiences to our clients, helping them succeed in their businesses.

About blithequark

At blithequark, we are a forward-thinking organization that values innovation, customer satisfaction, and employee growth. Our mission is to empower businesses to thrive in the digital age by providing cutting-edge solutions and exceptional support. We are committed to fostering a culture of collaboration, creativity, and continuous learning, where our employees can grow and develop their skills.

Job Summary

As a Senior Product Support Specialist, you will be responsible for providing top-notch support to our clients, addressing their queries, and helping them get the most out of our web and cloud applications. You will be the face of blithequark, delivering a human-first experience through various communication channels, including voice, email, phone, and our proprietary tools. Your expertise will be sought after by clients, colleagues, and leadership alike, as you become a subject matter expert in our products and services.

Responsibilities

* Collaborate with clients to resolve how-to questions and investigate issues on our platform, providing timely and accurate responses.

• Deliver a "human-first" experience through voice and written communications across various channels, ensuring client satisfaction and loyalty.
• Develop in-depth knowledge of blithequark's products, both technically and from a client use-case perspective.
• Proactively identify opportunities to enhance client value, suggesting better ways to work and delighting clients.
• Work closely with leadership to drive organizational efficiencies, sharing insights and best practices to improve team performance and client satisfaction.
• Partner with peer colleagues (Sales, Onboarding, Record Management, Maintenance, etc.) to increase client engagement and contribute to long-term client retention, working as a cohesive team.

Key Performance Indicators

* Ticket Goal + Case Volume

• Client satisfaction + Quality of Client Communications

Requirements

* 2 years of experience in providing Software as-a-Service (SaaS) customer support to organizations with complex models where you've positively impacted clients.

• Demonstrated background in supporting various online software or SaaS products or potentially IT experience.
• Experience in developing best practices focused on help quality and efficiencies, possibly from having held roles such as Subject Matter Expert (SME), Mentor, or Leader.
• Ability to work independently and adapt to uncertainty while contributing to a high-performing team.
• Multiple instances of prioritizing high-impact/ high-value work among competing needs or requests.
• Familiarity with fundamental web technologies (e.g., HTML, CSS, JSON, JavaScript).
• Knowledge of exploring and working with various helpdesk systems (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.).

What We Offer

* 401k Retirement plan

• Excellent clinical, dental, vision, and parental leave benefits
• Open and transparent culture
• Fantastic opportunities for career growth and progression
• On-site gym at our HQ with local professional trainers
• Every other week free lunch nearby in the office, monthly blithequark credit if you're remote
• Unlimited PTO (Due to the nature of this work, collaboration with your manager and colleagues will be essential to ensure proper client inclusion is established)
• Loads of Loot

How to Apply

If you're a motivated and customer-focused individual with a passion for innovation, we invite you to apply for this exciting opportunity at blithequark. Please visit our website to register your interest and submit your application. Apply for this job