Are you a highly motivated and customer-focused individual looking to join a dynamic team that values diversity, inclusivity, and career growth? Do you have a passion for delivering exceptional customer experiences and a knack for troubleshooting technical issues? If so, we invite you to explore this exciting opportunity as a remote Customer Service/Technical Support Representative at blithequark.
**About blithequark**
blithequark is a global leader in customer engagement services, renowned for its innovative approach to customer experience and commitment to employee growth and development. As a company that values its people and fosters a culture of inclusivity, we offer a unique opportunity for talented individuals to join our team and contribute to our mission of delivering exceptional customer experiences.
**Career Growth and Personal Development**
At blithequark, we believe in investing in our people and providing opportunities for career growth and development. As a remote Customer Service/Technical Support Representative, you will have access to comprehensive training programs, cutting-edge technologies, and ongoing support to ensure your success. Our commitment to employee development is reflected in our impressive track record of promoting from within, with over 80% of our managers and leaders having been promoted from within the company.
**Key Responsibilities**
As a remote Customer Service/Technical Support Representative at blithequark, you will be responsible for:
* Assisting external users of our technical products or services, identifying, investigating, researching, and providing resolution to user questions and problems
* Troubleshooting basic and routine agent issues that are technical in nature, including hardware, software, networking, or other designated client products
* Providing customer experience-focused troubleshooting, rather than traditional transactional approaches
* De-escalating customers and following appropriate escalation paths to resolve technical issues
* Navigating knowledge databases, resources, and making follow-up outbound calls to customers or other parties as needed
* Solving problems that are generally unstructured and require extensive use of conceptual thinking skills
* Ensuring service delivered to our customers meets contractual Key Performance Indicator (KPIs)
* Greeting agents in a courteous, friendly, and professional manner using agreed-upon procedures
* Listening attentively to customer needs and concerns, demonstrating empathy while maximizing opportunities to build rapport with the customer
* Probing for understanding and ensuring that customer needs are met
**Qualifications**
To be successful in this role, you will need:
* One year of related technical experience, preferably in a customer-facing role
* A non-Apple, non-Chromebook personal desktop or laptop (BYOD)
* Relevant technical expertise related to our program, including working knowledge of hardware, software, networking, data storage, troubleshooting, and repair
* A courteous and strong customer service orientation
* Effective communication skills, both written and verbal
* Ability to learn, including strong problem-solving skills
* Dependability and proficient attention to detail
* Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly
* Ability to work as a team member, as well as independently with minimal supervision
* Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
* Comfortable with Outlook, asynchronous tools, and Microsoft Excel
* Ability to articulate in a business acumen manner both in verbal and written communications
* Open and receptive to feedback from leadership
* Proactive in self-upskilling and knowledge training
* Ability to cross-reference job aids while assisting a customer and minimize dead air by building rapport with the customer
**What's in it for you?**
As a remote Customer Service/Technical Support Representative at blithequark, you will enjoy:
* Comprehensive training programs to ensure your success
* Cutting-edge technologies and ongoing support
* Opportunities for career growth and development, with over 80% of our managers and leaders having been promoted from within
* A diverse, global organization full of innovative, friendly people to bounce ideas off, learn from, and grow with
* A range of benefits, including:
+ World Clean Up Day, #MyOneEarthPromise, and other opportunities to support our communities and world
+ Events that celebrate Diversity, Equity, and Inclusion, such as Juneteenth, Pride Month, Black History Month, National Women's Day, and our favorite local community event, the Arnold Days Parade!
+ Paid training and development opportunities
+ US Full benefits, including 401K, medical, dental, vision, and an employee assistance program (EAP)
+ Stock purchasing program, Huang Leadership Development Scholarship, and career development through our online university, CNXU!
+ Networking and leadership opportunities with Staff Resource Groups, such as Network of Women, Black Professionals Network, Pride, and Ability
+ IRise Mentorship programs to help you create a strong foundation for a rewarding career
+ Global citizenship, sustainability, and team event opportunities to make a difference in your community and beyond!
+ Trained wellness partners to support you, as well as wellness training opportunities
**Join the blithequark team today!**
If you are a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we invite you to apply for this exciting role as a remote Customer Service/Technical Support Representative at blithequark. Join our dynamic team and contribute to our mission of delivering exceptional customer experiences.
**How to Apply**
To apply for this role, please submit your application through our website. We look forward to hearing from you!
**Equal Opportunity Employer**
blithequark is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We are committed to diversity, equity, and inclusion and welcome applications from diverse candidates.
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