Experienced Customer Support Specialist – Linux and Managed Services Provider Expertise Required for 3rd Shift Remote Work Opportunity

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our innovative solutions and dedicated support team. As a leader in the industry, we are committed to fostering a culture of excellence, collaboration, and continuous learning. Our team is comprised of talented individuals who share our vision of providing top-notch support to our clients, and we are now seeking an experienced Customer Support Specialist to join our ranks.

Job Overview

We are looking for a highly skilled and motivated Customer Support Specialist to provide technical support to our clients via phone, ticket system, or messenger. The ideal candidate will have a strong background in Linux and Managed Services Provider (MSP) experience, as well as excellent communication and problem-solving skills. This is a 100% remote opportunity, and the successful candidate will be required to work 1 weekend day (not necessarily both) and understand that support is a 24/7 operation.

Key Responsibilities

• Provide technical support for customers via phone, ticket system, or messenger, ensuring timely and effective resolutions to their queries and issues.
• Utilize advanced Linux and AWS server management skills to troubleshoot and resolve complex technical problems, including DNS, networking, IP routing, and database management.
• Employ critical thinking skills to identify and resolve technical problems, and develop preventative measures to minimize future occurrences.
• Maintain effective communication with internal and external channels, including team members, clients, and stakeholders, to ensure seamless collaboration and issue resolution.
• Monitor server alerts for performance issues and address them promptly to prevent downtime and ensure optimal system performance.
• Contribute to the creation of internal documentation and customer-facing knowledge bases to enhance our support resources and improve client satisfaction.
• Assist in onboarding, training, and mentoring new team members to ensure a smooth transition and knowledge sharing.
• Stay up-to-date with relevant technologies and industry trends to continuously improve our support services and maintain our competitive edge.

Essential Qualifications

• 1+ years of experience in customer service or technical support via phone or ticketing system, with a proven track record of providing exceptional support and resolving complex technical issues.
• Experience as a System Administrator or End User of a Linux Operating System, including Ubuntu, CentOS, CloudLinux, and fundamentals such as DNS, networking, IP routing, and database management (MySQL).
• Managed Services Provider (MSP) experience is required, with a strong understanding of troubleshooting in multi-user environments and hands-on experience working with AWS (EC2, CloudWatch, AutoScaling, etc.).
• General understanding of networking concepts, including TCP/IP, DNS, routing, and email, with excellent troubleshooting skills in a fast-paced environment.
• Demonstrated ability to work independently, think critically, and make informed decisions, with a strong commitment to delivering exceptional customer experiences.
• Excellent communication, availability, and interpersonal skills, with the ability to multitask, adapt to changes quickly, and prioritize work effectively.

Preferred Qualifications

• Experience working in a 24/7 support environment, with a flexible schedule and willingness to work weekends as required.
• Strong knowledge of AWS services, including EC2, CloudWatch, and AutoScaling, with experience in cloud-based infrastructure and application management.
• Familiarity with IT service management frameworks, such as ITIL, and experience with ticketing systems and customer relationship management (CRM) software.
• Certifications in Linux, AWS, or ITIL, with a commitment to ongoing learning and professional development.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have access to ongoing training and professional development opportunities, including:

• Comprehensive onboarding and training programs to ensure a smooth transition into your role.
• Regular coaching and feedback sessions to help you achieve your career goals and develop your skills.
• Opportunities to attend industry conferences, workshops, and webinars to stay up-to-date with the latest trends and technologies.
• A culture of continuous learning and innovation, with a focus on knowledge sharing and collaboration.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. As a remote team, we are committed to fostering a culture of collaboration, inclusivity, and respect, with a focus on delivering exceptional customer experiences. Our team members enjoy:

• A flexible and autonomous work environment, with the ability to work from anywhere and manage your schedule effectively.
• A culture of open communication, transparency, and feedback, with regular team meetings and social events.
• Access to the latest technologies and tools, with a focus on innovation and continuous improvement.
• A comprehensive benefits package, including health insurance, retirement planning, and paid time off.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary range of $60,000 - $80,000 per year, depending on experience. Our team members also enjoy a range of perks and benefits, including:

• Comprehensive health insurance, including medical, dental, and vision coverage.
• Retirement planning, including a 401(k) matching program.
• Paid time off, including vacation days, sick leave, and holidays.
• Access to the latest technologies and tools, with a focus on innovation and continuous improvement.
• A flexible and autonomous work environment, with the ability to work from anywhere and manage your schedule effectively.

Conclusion

If you are a motivated and experienced Customer Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to delivering exceptional customer experiences, our dynamic and supportive work environment, and our focus on continuous learning and growth, we believe that you will find this role both rewarding and challenging. Please submit your application, including your resume and a cover letter, to be considered for this position.