Experienced Customer Support Representative, Level 2 - Delivering Exceptional Technical Support and Customer Service in a Dynamic and Innovative Environment at blithequark

Introduction to blithequark

At blithequark, we are passionate about delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. As a nationally recognized leader in the IT service industry, we pride ourselves on being a trusted partner for our clients, providing them with innovative solutions and exceptional service. With a strong focus on diversity, inclusion, and belonging, we strive to create a workplace where everyone feels valued, respected, and empowered to succeed.

The Value You'll Bring

As a member of our Managed Operations Center, the Customer Support Representative, Level 2, will play a critical role in providing superior customer service to our managed services clients and resolving basic technical issues within a 24/7/365 helpdesk environment. You will be the first point of contact for our clients, providing a positive and professional experience that reflects the high standards of blithequark. Your technical expertise, excellent communication skills, and passion for delivering exceptional customer service will make you an invaluable asset to our team.

Key Responsibilities

• Answer incoming help desk inquiries via phone and email, providing a positive first impression of blithequark and ensuring that all client interactions are handled in a professional and courteous manner.
• Utilize entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry and ensure that all issues are resolved promptly and efficiently.
• Create a ticket for each interaction via our ticketing system and assign the ticket to the appropriate team member for resolution, ensuring that all issues are tracked and resolved in a timely manner.
• Monitor ticket boards for status and manage assignments to ensure that tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket's priority level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process.
• Communicate technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients, ensuring that all clients receive accurate and helpful information to resolve their technical issues.
• Document client communication and resolution efforts via our internal ticketing system, ensuring that all interactions are recorded and tracked for future reference.
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments, adhering to the highest standards of ethics and compliance.
• Maintain compliance with all company policies and procedures, ensuring that all actions and decisions are aligned with the values and goals of blithequark.

Requirements

To be successful in this role, you will need to possess a combination of technical expertise, excellent communication skills, and a passion for delivering exceptional customer service. The following requirements are essential for this position:

Education and Work Experience Requirements

• An associate's or bachelor's degree in computer science or a related field, plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered.
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members.
• Strong organization and problem-solving skills, with experience prioritizing multiple responsibilities in a fast-paced environment.
• Demonstrated history of taking ownership/accountability of assigned tasks and a strong commitment to delivering high-quality results.
• Excellent oral and written English communication skills, with the ability to communicate technical information clearly and effectively to clients and team members.
• Demonstrated integrity and the ability to maintain client confidentiality, adhering to the highest standards of ethics and compliance.

Technical Skills/Competencies

• Microsoft or other technical certifications highly desired, with a passion or interest in career progression in Information Technology Services preferred.
• Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization) required, with the ability to perform basic troubleshooting of desktop, server/OS, and networking issues to resolve tickets related to account administration, printer issues, basic networking, blocking spam emails, etc.
• Previous exposure to ticketing systems a plus (Connectwise preferred), with the ability to learn and adapt to new systems and technologies quickly.
• Working knowledge of business applications, including Office365 suite (Teams, Outlook, SharePoint, etc.) required, with the ability to learn and adapt to new applications and technologies quickly.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement, professional development, and continuous learning. As a Customer Support Representative, Level 2, you will have access to a range of training and development programs, including:

• Microsoft certifications and training programs, designed to help you develop your technical skills and advance your career in IT.
• Professional development opportunities, including workshops, conferences, and online courses, designed to help you develop your skills and knowledge in areas such as customer service, communication, and problem-solving.
• Mentorship programs, designed to provide you with guidance and support as you develop your career and advance in your role.
• Opportunities for career advancement, including promotions and lateral moves, designed to help you achieve your career goals and develop your skills and expertise.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and innovative work environment, where everyone feels valued, respected, and empowered to succeed. Our company culture is built on the following core values:

• Integrity: We demonstrate consistent, trustworthy behavior, taking ownership of our actions and decisions, and doing the right thing, even when no one is looking.
• Heart: We show genuine care for our community, our customers, and our culture, believing that people are at the heart of IT, and taking time to celebrate and enjoy one another's company.
• Innovation: We cultivate a diverse work environment and forward-thinking business, supporting an open exchange of ideas, driven by creativity and collaboration, and dedicated to consistently delivering excellence through a 'yes-to-what's-next' attitude.
• Teamwork: We work together and support one another to achieve a clear, common goal, taking accountability for our own contributions and the overall team's success.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a base wage range of $21.00 to $25.00 per hour, as well as a range of perks and benefits, including:

• PTO: Earn up to 10 days in year 1, 15 days in year 2, and 20 days in years 3+.
• 401k: Eligibility after 90 days, with blithequark matching 50% of your first 6% in contributions, starting after 90 days.
• Holidays: blithequark celebrates 7 paid holidays each year, plus 1 floating holiday per year, and 2 after 5 years of service.
• Medical, Dental, Vision: blithequark pays 80% of the employee cost on the base plan, plus 15% of dependent costs on the base plan, with optional flexible spending account for eligible health care or dependent care costs.
• Telemedicine options: 'See' a medical provider from anywhere, over the phone, 24/7.
• $100K Life/AD&D policy provided for all employees, free of charge.
• Employee Assistance Program: Free financial consultation, counseling services, 24/7 traveler's assistance, and more.
• $80/Month Cell Phone + Internet Reimbursement.

Conclusion

If you are a motivated and enthusiastic individual with a passion for delivering exceptional customer service and technical support, we encourage you to apply for this exciting opportunity to join our team at blithequark. With a strong focus on diversity, inclusion, and belonging, we strive to create a workplace where everyone feels valued, respected, and empowered to succeed. Don't miss out on this chance to be part of a dynamic and innovative team, where you can develop your skills, advance your career, and make a real difference in the lives of our clients. Apply now to become a part of the blithequark team and start your journey to a rewarding and challenging career in IT.