IT Customer Experience Analyst – Delivering Exceptional Support at blithequark

Are you passionate about delivering exceptional customer experiences and staying at the forefront of technology? 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 an IT Customer Experience Analyst. As a key member of our Business Systems team, you will play a vital role in providing end-to-end IT customer care, ensuring seamless support for our onsite and remote workers.

About blithequark

At blithequark, we are committed to innovation and excellence. We believe that our employees are the driving force behind our success, and we invest in their growth and development to ensure they have the skills and knowledge needed to excel in their roles. Our state-of-the-art facilities and cutting-edge technologies provide a unique environment for our team members to come together and make a difference.

Job Summary

As an IT Customer Experience Analyst at blithequark, you will be responsible for providing exceptional support to our customers, ensuring continuity of service, and collaborating with technical teams to resolve complex issues. This is an onsite role that requires strong communication skills, technical expertise, and a passion for delivering exceptional customer experiences.

Key Responsibilities

* Provide end-to-end customer care for onsite and remote workers, ensuring continuity of service

• Deliver concise and timely communication to customers during the support process
• Update and document call history, team documentation, and knowledge articles
• Perform desktop and laptop imaging and software deployment with industry-standard tools
• Partner with technical teams to perform root cause analysis and smart hands activity on client devices
• Provide hardware and software support on client devices, including installation, troubleshooting, upgrades, and removal
• Work within Service Now or other ticketing systems for recording updates, call routing, and updating asset information
• Escalate issues as required to the appropriate support tier
• Cross-functional collaboration with other IT teams and internal business stakeholders
• Follow internal standardized processes, identify gaps, and recommend improvements where needed
• Remain current with the latest technology deployed within the workplace
• On a rotational basis, be available to respond to "calls" on weekends and/or after hours and be on site within one hour of notification by the company to respond to events such as VIP ticket handling, and P1/P2 call event support
• Periodic travel to remote facilities may be required

Essential Qualifications

* Strong troubleshooting skills

• Professional written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise manner
• Ability to work independently, with minimal supervision, and as part of a team
• Foundational understanding of Windows operating system, client-peer network functionality, Microsoft active directory users and groups, and concepts such as "On Prem" and "Azure Cloud" as it pertains to client device, hardware, and software
• Basic understanding of Mobile Device Management and M365 mobile applications
• Excellent customer interaction and time management skills
• Proficiency in documentation and call annotation
• Prioritization skills in support of multiple competing requirements

Preferred Qualifications

* Experience participating in structured projects or deployments

• Associate degree or equivalent business experience

Why Join blithequark?

* Competitive compensation and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technologies and innovative solutions
• Flexible work arrangements and work-life balance
• Opportunities for professional growth and development

What We Offer

* A comprehensive benefits package, including medical, dental, and vision insurance

• A 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional development and growth
• A dynamic and collaborative work environment
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. We do not discriminate on the basis of age, religion, sexual orientation, protected veteran or disability status, or any factor prohibited by law.

Accommodations

blithequark provides reasonable accommodations for qualified individuals with disabilities and disabled veterans in job application procedures and/or process. Please inform us if you need assistance completing any forms or to otherwise participate in the application process. International Traffic in Arms Regulations (ITAR) and Export Administration Regulations (EAR) Many positions at blithequark require access to information or technology that is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). For ITAR and EAR purposes, U.S. persons include U.S. citizens, nationals, and lawful permanent residents, as well as asylees and refugees. Apply for this job