Enterprise Customer Support Advocate
Join blithequark's dynamic team as an Enterprise Customer Support Advocate, where you'll play a pivotal role in delivering exceptional support experiences to our highest-valued Enterprise customer accounts. As a key member of our global support team, you'll be responsible for providing prompt, friendly, and accurate assistance through various channels, including email, chat, and phone. If you're passionate about customer success, have a knack for problem-solving, and thrive in a fast-paced environment, this role is perfect for you.
About blithequark
At blithequark, we're committed to empowering businesses to succeed in the ever-evolving digital landscape. Our innovative solutions and exceptional customer support have earned us a reputation as a trusted partner for Enterprise customers worldwide. As a member of our team, you'll be part of a collaborative and inclusive environment that values diversity, creativity, and continuous learning.
Key Responsibilities
As an Enterprise Customer Support Advocate, you'll be responsible for:
- Providing subject matter expertise to our highest-valued Enterprise customer accounts, including Enterprise Standard, Premier, Strategic, and 3rd party Partner Support programs (Digital Services Partner and Independent Software Vendors)
- Embracing a customer-first mindset to address and resolve customer questions, issues, and concerns in a timely and professional manner
- Efficiently troubleshooting reported issues or queries to diagnose and differentiate between product and non-product issues, providing accurate and complete information to our customers
- Identifying and reporting patterns, trends, or widespread issues impacting blithequark products and services, following all applicable Support escalation workflows
- Performing customer account-related work, including implementation, configuration, or onboarding of large Enterprise customers as required
- Identifying opportunities for cross/up-sell and connecting clients with their Customer Account Manager/Client Success Manager for discussion on the best overall solution for them to maximize the value of blithequark
- Communicating in an engaging, helpful, and professional tone across all channels, including email (tickets), chat, and phones
- Collaborating closely with Customer & Expansion team colleagues to prioritize the customer experience and streamline resolution of any client concerns
- Maintaining a focus on excellence by meeting or exceeding monthly/quarterly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/ATHT), Customer First Proactive Outbound Calls, Adherence, and Occupancy
- Performing other related duties as assigned
Essential Qualifications
To succeed in this role, you'll need:
- Entry-level experience in a relevant work area, such as product or customer technical support
- Excellent interpersonal, verbal, and written communication skills
- Ability to multitask, with attention to detail and time management
- Knowledge of ticketing platforms, such as ZenDesk and Jira (a plus)
- Experience in a multi-channel environment (Phone/Chat/Email)
- Deep understanding of blithequark's features, functionality, and troubleshooting capabilities
- Strong work ethic to handle multiple requests with exceptional follow-through
- Excellent knowledge and passion for social environments (Facebook, Instagram, Twitter, LinkedIn, TikTok, etc.)
- Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects
- Problem Solving: Uses an organized and logical approach to find solutions to complex problems
- Priority Setting: Focuses time/energy on the most important issues/opportunities
- Clearly understands how to assess the importance of tasks and decisions
- Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
Preferred Qualifications
While not required, the following qualifications would be an asset:
- Experience working with Enterprise customers
- Knowledge of customer relationship management (CRM) software
- Familiarity with blithequark's products and services
- Certification in customer support or a related field
Who You Are
We're looking for someone who embodies the following qualities:
- Tenacious: Determined to succeed, motivated by the success of customers, colleagues, and the community
- Curious: Always learning and seeking ways to make things better
- Conscientious: Keeps promises, takes commitments to others seriously, and has strong integrity
- Humble: Leads with humility and empathy, respecting and learning from the perspectives of others
Our Guiding Principles
At blithequark, we're guided by six core principles that shape our culture and decision-making:
- Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
- One Team: Make blithequark a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
- Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
- Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
- Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
- Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations
We're committed to providing a fair and inclusive hiring process. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
How to Apply
If you're passionate about delivering exceptional customer support and are excited about the opportunity to join blithequark's dynamic team, apply now! Apply for this job