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 continuously improve? Do you thrive in a dynamic environment where no two days are the same? Look no further than blithequark, a forward-thinking company that values its employees and strives to make a lasting impact in the industry. As a Senior Product Support Specialist at blithequark, you will be an integral part of our customer support team, working remotely to provide top-notch assistance to our clients. With a focus on delivering a "human-first" experience, you will be the face of our company, ensuring that our clients receive the support they need to succeed.

About blithequark

blithequark is a private company that prides itself on its innovative approach to customer support. Our team is dedicated to providing exceptional service, and we are always looking for talented individuals who share our values. We believe in being client-focused, pioneering, zero-show, and relaxed, and we expect our employees to embody these values in everything they do.

Job Description

As a Senior Product Support Specialist, you will be responsible for:

• Collaborating with clients to resolve how-to questions and investigate issues related to the blithequark platform
• Providing a "human-first" experience through voice and written communications across various channels, including chat, email, phone, and blithequark devices
• Becoming an expert in blithequark products, both from a technical and client-use-case perspective
• Identifying opportunities to enhance client value and provide personalized solutions to meet their needs
• Working with leadership to improve organizational efficiency, sharing feedback and insights to drive team performance and client satisfaction
• Collaborating with peer colleagues to increase client engagement and retention, working as a cohesive team to achieve shared goals

What You Bring

* Client fixation: You are passionate about delivering exceptional customer service and love the challenge of finding solutions that meet client needs

• Interest: You are eager to learn and grow, with a "continuous learning" mindset that drives you to seek out new knowledge and skills
• Proprietorship: You take ownership of your work and strive to exceed expectations, with a focus on delivering high-quality results
• Versatility: You thrive in a dynamic environment, with the ability to adapt to changing client needs and priorities
• Communication: You are an exceptional communicator, with the ability to make clarity and concision a priority in all your interactions

What You Will Do

* Join forces with blithequark clients to resolve how-to questions and investigate issues related to the blithequark platform

• Deliver a "human-first" experience through voice and written communications across various channels
• Become an expert in blithequark products, both from a technical and client-use-case perspective
• Identify opportunities to enhance client value and provide personalized solutions to meet their needs
• Work with leadership to improve organizational efficiency, sharing feedback and insights to drive team performance and client satisfaction
• Collaborate with peer colleagues to increase client engagement and retention, working as a cohesive team to achieve shared goals

How You Will Be Evaluated

* Ticket goal + case volume

• Consumer satisfaction + quality of client communications

What Experience You Should Have

* 2 years of experience providing Software as-a-Service (SaaS) customer support to organizations with complex models where you have impacted clients to improve outcomes

• Proven experience providing support for multiple online software or SaaS products or IT experience
• Experience building best practices focused on help quality and efficiency, possibly from having served as an Informed authority (SME), Mentor, or Leader
• Ability to work independently and through uncertainty while contributing to a high-performing team
• Multiple instances of focusing on maximum impact/effort work among competing needs or requests
• Knowledge of fundamental web technologies (e.g., HTML, CSS, JSON, JavaScript)
• Familiarity with exploring and working with multiple customer support platforms (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.)

Pay and Benefits

* 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!

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join the blithequark team. Apply for this job