Experienced Customer Support Specialist – Earned Wage Access and Payroll Solutions

Are you a customer-centric professional with a passion for delivering exceptional service and resolving complex issues? Do you have a knack for mastering technical features and providing accurate solutions to customer queries? If so, we invite you to join blithequark, a leading digital platform offering an easy and convenient way to access on-demand earnings early, as an Experienced Customer Support Specialist – Earned Wage Access and Payroll Solutions.

About blithequark

blithequark is a digital platform that empowers employees to access their earned wages on-demand, eliminating the need for high-interest payday loans or employer-funded cash advances. Our mission is to improve financial wellness and boost business productivity by providing a seamless and convenient on-demand pay solution. With a passion for innovation and a commitment to excellence, we strive to set a new standard in the fintech industry.

Our Culture

At blithequark, we value humility, grit, continuous improvement, and striving for growth. Our core values guide our decisions and actions, and we seek employees who share these values. We believe in the power of teamwork, open communication, and a positive attitude. Our employees are driven to learn, grow, and adapt to new circumstances, and we support individuals who take initiative and actively contribute to their own growth and the growth of the company.

Job Summary

As an Experienced Customer Support Specialist – Earned Wage Access and Payroll Solutions, you will be the frontline ambassador for blithequark, handling customer calls with precision and providing accurate solutions to queries and concerns. You will master our customer-facing features, guide users through troubleshooting, and ensure a positive customer experience. Your expertise will extend to processing reports from various payroll software, understanding time clock functionality, and efficiently managing data to ensure seamless support.

Key Responsibilities

* Responsive Customer Engagement: Respond promptly to incoming customer inquiries with a focus on delivering accurate and satisfactory responses to their inquiries and concerns.

• Customer Satisfaction Champion: De-escalate situations involving dissatisfied customers by providing patient assistance and empathy, ensuring a positive experience.
• Product Knowledge Mastery: Develop a profound understanding of our customer-facing features, portals, functionalities, and integration processes. Articulate these details clearly and concisely to customers.
• Guided Troubleshooting/Education: Guide customers through troubleshooting processes, assisting them in navigating the blithequark app and utilizing our products or services effectively.
• Metrics Improvement: Drive key customer support metrics, including first response time, full resolution time, and Customer Satisfaction Ratings, to enhance overall service quality.
• Cross-Functional Collaboration: Collaborate seamlessly with internal teams such as Customer Support, Account Management, and Onboarding Managers to identify, troubleshoot, and efficiently resolve issues.
• Team Collaboration: Work closely with other call center professionals to continuously enhance customer service standards through shared insights and best practices.
• Exceptional Customer Experience: Create a distinctive customer experience that sets blithequark apart, leaving customers with a positive and lasting impression.
• Payroll Software Expertise: Be proficient in processing reports from various payroll software, understanding the intricacies involved in managing payroll systems.
• Time Clock Functionality: Understand the functionality of time clock programs, applying this knowledge to effectively address customer queries and provide tailored support.
• Report Management: Comfortably run, export, and upload reports, displaying technical competency in managing data related to time clock, payroll, and earned wage access systems.

What You'll Bring

* Availability: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements

• Professional Experience: Proven track record in a comparable customer support role, ideally within the fintech industry or a related field.
• Technical Proficiency: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools. Advanced understanding of time clock and payroll systems, displaying expertise in troubleshooting and navigating these platforms effectively.
• Payroll Software Proficiency: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively.
• Time Clock Functionality: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions.
• Report Management Skills: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems.
• Problem-Solving Skills: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues.
• Communication Proficiency: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers.
• Customer-Centric Mindset: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues.
• Adaptability: Ability to work independently and collaboratively in a dynamic, fast-paced environment. Proficient in managing multiple priorities and meeting Service Level Agreements (SLAs).

What We Offer

* Compensation: $19/hour

Paid Time Off

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Health Insurance

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Dental Insurance

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Vision Insurance

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401K Match

Equal Employment Opportunity Policy

blithequark, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

How to Apply

If you are a motivated and customer-centric professional with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to welcoming you to the blithequark team! Apply for this job