Experienced Customer Service Representative – Remote Access Management and Technical Support Specialist

Introduction to blithequark

At blithequark, we are committed to delivering exceptional customer experiences through our dedicated team of professionals. As a leader in the healthcare industry, we understand the importance of seamless access to systems and timely resolution of technical issues. Our Access Management Team plays a vital role in ensuring that our end-users receive the support they need to navigate our systems efficiently. We are now seeking a highly motivated and dedicated Customer Service Representative to join our team in a fully remote capacity.

About the Role

This long-term contract position offers a unique opportunity to work in a dynamic environment, providing critical support to end-users across the organization. As a key member of the Access Management Team at blithequark, you will play an essential role in ensuring that our customers receive timely and efficient resolution of their issues, including account access and password resets. Your expertise in technical troubleshooting and customer service will be invaluable in helping us deliver outstanding support to our users.

Key Responsibilities

• Provide timely and efficient resolution of end-user issues, including account access and password resets, ensuring that our customers can access our systems without interruption.
• Handle inbound and outbound calls, emails, and other communications from customers/members with professionalism, responding to their queries and concerns in a courteous and helpful manner.
• Troubleshoot technical issues related to account management and assist users in navigating system features, using your technical expertise to resolve issues efficiently.
• Document and manage tickets through the ServiceNow platform, ensuring accurate tracking and follow-up on all requests, and maintaining detailed records of customer interactions.
• Assist customers with basic technical support, such as clearing browser cache/history and navigating Microsoft Office applications, providing clear and concise instructions to help them resolve their issues.

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Experience with ticketing systems (e.g., ServiceNow) and call management platforms (e.g., Avaya), with the ability to learn and adapt to new systems quickly.
• Proficient in basic technical troubleshooting, including web browser navigation and Microsoft Office applications, with a strong foundation in technical support principles.
• Strong multi-tasking and organizational skills, with a demonstrated ability to prioritize and manage multiple high-priority tasks in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to clearly articulate technical information to non-technical users, and provide exceptional customer service.
• Passionate about technology and committed to providing outstanding customer service, with a strong desire to learn and grow in a dynamic environment.

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications will be an asset in this role:

• Familiarity with network environments and basic IT support functions, with a strong understanding of technical concepts and principles.
• Experience working in a remote environment, with the ability to work independently and collaboratively as part of a distributed team.
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box to resolve complex technical issues.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Technical skills: Proficiency in basic technical troubleshooting, including web browser navigation and Microsoft Office applications, with the ability to learn and adapt to new systems quickly.
• Communication skills: Excellent written and verbal communication skills, with the ability to clearly articulate technical information to non-technical users, and provide exceptional customer service.
• Problem-solving skills: Strong analytical and problem-solving skills, with the ability to think critically and outside the box to resolve complex technical issues.
• Collaboration skills: Ability to collaborate effectively with team members, managers, and director-level executives, with a strong desire to learn and grow in a dynamic environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive training programs to help you develop your technical and customer service skills.
• Ongoing coaching and feedback to help you grow and develop in your role.
• Opportunities to work on special projects and initiatives, allowing you to develop new skills and gain new experiences.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. As a remote employee, you will be part of a distributed team that values collaboration, innovation, and customer satisfaction. Our company culture is built on the following core values:

• Customer-centricity: We are committed to delivering exceptional customer experiences through our products and services.
• Innovation: We encourage innovation and creativity, and provide our employees with the tools and resources they need to develop new ideas and solutions.
• Collaboration: We believe in the power of collaboration, and provide our employees with opportunities to work together to achieve common goals.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Hourly rate: $17-18 per hour, depending on experience.
• Benefits: Dental insurance, health insurance, and vision insurance, to help you maintain your physical and mental well-being.
• Flexible work arrangements: As a remote employee, you will have the flexibility to work from anywhere, at any time, as long as you have a reliable internet connection.

Conclusion

If you are a motivated and dedicated customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Representative, you will play a critical role in delivering exceptional customer experiences, and will have the opportunity to grow and develop your skills in a dynamic and supportive environment. Don't miss out on this chance to join our team and take your career to the next level. Apply now to become a part of the blithequark team!