Job Title: Customer Support Specialist - Remote at blithequark

Job Description:

Join blithequark's Dynamic Team as a Customer Support Specialist - Remote

Are you passionate about delivering exceptional customer experiences and resolving complex technical issues? Do you thrive in fast-paced environments and possess excellent communication skills? If so, we invite you to join blithequark's dynamic team as a Customer Support Specialist - Remote. About blithequark: blithequark is a leading provider of innovative solutions in the medical device industry. Our mission is to empower healthcare professionals with cutting-edge technology and exceptional support. As a Customer Support Specialist - Remote, you will be the first point of contact for our clients, providing timely and effective solutions to their technical and customer service needs. Job Summary: We are seeking an entry-level Customer Support Specialist - Remote to join our team. This role requires 1-5 years of technical/customer support experience, with a strong emphasis on excellent customer service skills, written and verbal communication, and problem-solving abilities. As a Customer Support Specialist - Remote, you will be responsible for:

Key Responsibilities:

• Accepting inbound calls from doctors, nurses, pharmacies, and other healthcare entities, obtaining necessary information, and attempting to resolve incidents or escalating as necessary.
• Documenting client interactions, including name, concerns/complaints, facility, and phone number, before escalating tickets.
• Following necessary Customer Support protocols and interacting with customers in a professional and enthusiastic manner via verbal and written communication.
• Promptly answering support calls, documenting, and transferring with a high level of urgency.
• Accurately documenting client interactions in a professional manner and working well with people from different disciplines with varying degrees of technical experience.
• Organizing caseload, troubleshooting assigned queue of cases, and identifying those that need escalation in a high-pressure environment.
• Resolving open tickets and communicating resolution to the client to confirm satisfaction.
• Using internal support applications to communicate professionally, effectively, and timely with the internal team and customers.
• Supporting the field implementation team to successfully complete installations and coordinating and executing the shipment of parts and supplies to customers.

Essential/Critical Functions: * Follow necessary Customer Support protocols * Interact with customers in a professional and enthusiastic manner via verbal and written communication * Promptly answer support calls, document, and transfer with a high level of urgency * Accurately document client interaction in a professional manner * Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude * Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment * Resolve open tickets and communicate resolution to the client to confirm satisfaction * Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers * Support the field implementation team to successfully complete installations * Coordinate and execute the shipment of parts and supplies to customers Technical Skills and Attributes: * Databases: SQL Server (SQL 2008/2012) * Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures. * SSIS (SQL Job) exposure/experience * SQL Reporting Services * OS knowledge: Server 2008 /Server 2012/ Windows 7 * Windows Services * IIS and Web Applications * Running Performance Counters * Basic Understanding of Group Policies * Security Permissions * Networking topology * DNS * DHCP * LAN/WAN * Telnet * Ports (Networking/OS) * Understanding of XML language * Ability to review application and OS logs * Active Directory experience or exposure * VMware experience or exposure (1+ years) Soft Skills: * Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems * Excellent time management and multitasking skills * Strong personal commitment to quality, customer service, and patient safety * Ability to understand and communicate complex technical systems to a non-technical audience * Works well in a team environment * Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations Other Skills: * Excellent customer service skills (written and verbal) a must * Exceptional attention to detail * Excellent organizational skills * Ability to work in a fast-paced environment * Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations * Ability to effectively listen, empathize, and reassure clients that their issues will be resolved * Ability to independently research, troubleshoot, and probe technical hardware and software issues * Ability to work in a team environment * Ability to work in a remote, home office-based environment * Experience using a computer in a work setting * Strong work ethic and initiative Education/Licenses/Certifications Required: * No degree required * Preferred Certifications: A+, N+ What We Offer: * Competitive compensation and benefits package * Opportunity for accelerated growth and professional development * Collaborative and dynamic work environment * Flexible remote work arrangement * Comprehensive training and support * Recognition and rewards for outstanding performance How to Apply: If you are a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your relevant experience and qualifications. Equal Employment Opportunity: blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Contact Information: For more information about this opportunity, please contact our HR team at [insert contact email or phone number]. We look forward to hearing from you! Apply for this job