Experienced Customer Technical Support Representative – Technical Troubleshooting and Customer Service Expert for Educational Platform

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional educational experiences to students and instructors worldwide. As a leader in the ed-tech industry, we strive to provide innovative solutions that make learning more accessible, engaging, and effective. Our team is dedicated to supporting over 300,000 students and 2,000 instructors at 1,000 universities each year, and we are now seeking a highly motivated and technically adept Customer Technical Support Representative to join our dynamic team.

Role Description

As a Customer Technical Support Representative at blithequark, you will play a vital role in ensuring the success of our students and instructors by providing top-notch technical support and exceptional customer service. You will be part of a highly motivated 8-person support team that utilizes an electronic ticketing system to address platform questions, examine and resolve content and platform bug reports, handle escalated tickets, and more. If you have a strong technical aptitude, excellent troubleshooting skills, great communication abilities, and a passion for helping others, you can thrive in this position.

Key Responsibilities

• Utilize an electronic ticketing system to respond to student and instructor inquiries, providing timely and effective solutions to technical issues and platform-related questions.
• Examine and resolve content and platform bug reports, escalating complex issues to senior team members when necessary.
• Handle escalated tickets, providing exceptional customer service and ensuring prompt resolution of customer complaints.
• Develop and maintain deep product knowledge to answer questions and provide support to students and instructors.
• Keep accurate records of customer interactions, transactions, comments, and complaints, using this information to inform process improvements and optimize customer satisfaction.
• Collaborate with colleagues to ensure seamless support and resolve customer issues efficiently.
• Provide feedback on the efficiency of the customer service process, contributing to continuous improvement and growth.

Qualifications

To succeed as a Customer Technical Support Representative at blithequark, you should be pursuing a degree in Computer Science, Engineering, Math, or a related field. You should also have a solid understanding of the basics of programming languages such as C, C++, Python, Java, MATLAB, and/or Assembly. Additionally, you should possess strong written communication skills, accuracy, attention to detail, professionalism, and reliability.

Essential Qualifications

• Pursuing a degree in Computer Science, Engineering, Math, or a related field.
• Knowledge of basics of C, C++, Python, Java, MATLAB, and/or Assembly.
• Availability to work flexible hours, including early mornings, afternoons, evenings, and weekends, with a schedule that can accommodate your academic commitments.
• Strong written communication skills, with the ability to craft clear, concise, and professional responses to customer inquiries.
• Accuracy, attention to detail, professionalism, and reliability, with a strong focus on delivering exceptional customer service.

Preferred Qualifications

• Previous experience in customer technical support or a related field, with a proven track record of resolving complex technical issues and providing exceptional customer service.
• Familiarity with electronic ticketing systems and customer relationship management (CRM) software.
• Experience working in an ed-tech or educational environment, with a deep understanding of the needs and challenges of students and instructors.

Skills and Competencies

To excel in this role, you should possess a unique blend of technical, communication, and interpersonal skills. You should be able to troubleshoot complex technical issues, communicate effectively with customers and colleagues, and work collaboratively to resolve customer complaints and improve the overall customer experience.

Technical Skills

• Strong understanding of programming languages such as C, C++, Python, Java, MATLAB, and/or Assembly.
• Familiarity with electronic ticketing systems and CRM software.
• Ability to learn and adapt to new technologies and platforms.

Soft Skills

• Excellent communication and interpersonal skills, with the ability to craft clear, concise, and professional responses to customer inquiries.
• Strong problem-solving and troubleshooting skills, with the ability to resolve complex technical issues and provide effective solutions.
• Ability to work collaboratively with colleagues to resolve customer complaints and improve the overall customer experience.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Technical Support Representative, you will have access to a range of training and development opportunities, including technical training, customer service skills development, and leadership development programs. You will also have the opportunity to work with a talented and dedicated team, collaborating to resolve complex technical issues and improve the overall customer experience.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. Our team is passionate about delivering exceptional educational experiences, and we are committed to creating a work environment that is collaborative, inclusive, and fun. We offer a range of perks and benefits, including meeting-free Friday afternoons, comprehensive benefits packages, and a commitment to fair, transparent pay.

Perks and Benefits

• Meeting-free Friday afternoons, allowing for more time for heads-down work and professional development.
• Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and more.
• Commitment to fair, transparent pay, with regular salary reviews and opportunities for growth and development.

Conclusion

If you are a motivated and technically adept individual with a passion for delivering exceptional customer service, we encourage you to apply for the Customer Technical Support Representative role at blithequark. As a member of our dynamic team, you will have the opportunity to make a real difference in the lives of students and instructors, while developing your technical, communication, and interpersonal skills. Don't miss out on this exciting opportunity to join a leader in the ed-tech industry and take your career to the next level.