Experienced Customer Support Associate (Hybrid) – Transforming Customer Experiences in the Construction Industry

Are you passionate about delivering exceptional customer experiences and transforming the way people work in the construction industry? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our world-renowned Customer Support Team at blithequark, a global leader in construction software. As an Experienced Customer Support Associate (Hybrid), you will play a critical role in supporting our customers through their daily operations, providing holistic customer experiences, and driving business growth.

About blithequark

At blithequark, we're on a mission to revolutionize the construction industry by providing innovative software solutions that empower builders, architects, and engineers to create better, more sustainable, and more efficient projects. Our software is used by millions of users worldwide, and our Customer Support Team is the backbone of our success. We're a global organization with offices in multiple locations, and we're committed to fostering a culture of inclusivity, diversity, and innovation.

Responsibilities

As an Experienced Customer Support Associate (Hybrid), you will be responsible for:

• Providing exceptional customer support through live chat, email, and phone, troubleshooting technical issues, and resolving product usage questions, onboarding, set up, and subscription inquiries.
• Collaborating with other teams, including Sales, Customer Success, Engineering, Customer Experience, and Finance, to ensure quality interactions and promote the voice of the customer.
• Reporting technical issues and logging tickets with accurate information to provide a full record of each issue and resolution.
• Communicating daily with Tier 2 (Technical Team, Specialists), and Leadership to raise important user concerns, customer sentiment, and product feedback.
• Participating in support-related projects to leverage your unique skill set and improve our team's performance.
• Embodying blithequark's "Great Behavior" values, including courage, accountability, and smartness, and promoting team goals such as CSAT, quality, productivity, adherence, and more.

Minimum Qualifications

To be successful in this role, you will need:

• 1+ years of experience in Customer Support (individual contributor role) with experience in email, phone, and live chat in a SaaS environment.
• A deep understanding of the difference between technical troubleshooting and brute force.
• Experience working to service indicators and using these to succeed for our customers.
• Elevated verbal and written skills, along with composure and patience.
• Previous experience troubleshooting and supporting iOS, Android, and Windows platforms and cloud-based software like Microsoft Suite, OneDrive.
• A collaborative and consultative work style with an elevated level of integrity and accountability.
• Experience juggling multiple things at once, including customer interactions, using resources, supporting peers, and motivated to learn new things.

Preferred Qualifications

While not required, the following qualifications would be highly desirable:

• Experience working in a construction software environment.
• Knowledge of construction industry trends and best practices.
• Familiarity with project management tools and methodologies.
• Experience with data analysis and reporting.
• Certification in customer support or a related field.

What We Offer

As an Experienced Customer Support Associate (Hybrid) at blithequark, you can expect:

• A competitive salary range of $48,300 to $78,100, depending on experience and location.
• A comprehensive benefits package, including health, financial, and time away benefits.
• Opportunities for professional growth and development, including training, mentorship, and career advancement.
• A dynamic and inclusive work environment that values diversity, equity, and inclusion.
• A chance to work with a global team of talented professionals who are passionate about transforming the construction industry.

How to Apply

If you're passionate about delivering exceptional customer experiences and transforming the way people work in the construction industry, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

Equal Employment Opportunity

blithequark is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

At blithequark, we take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. We're committed to fostering a diverse and inclusive environment that values different perspectives, experiences, and backgrounds. If you're passionate about diversity, equity, and inclusion, we invite you to join our team and help us shape the future of the construction industry. Apply for this job