Introduction to blithequark
At blithequark, we are passionate about improving the lives of seniors and their caregivers through innovative communication solutions. Since our founding, our mission has been to enable seniors to lead more meaningful and independent lives by providing easy-to-use, cutting-edge technology. We understand the power of connection and its profound impact on individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver exceptional services to our primarily senior customer base.
About the Role
We are seeking an experienced Technical Help Desk Specialist to join our team. As a Technical Help Desk Specialist, you will handle customer escalations from Tier I personnel, direct sales, technicians, and direct end-user customers to resolve complex problems through effective troubleshooting, coordination, and facilitation with other support teams. This is a 100% remote opportunity, allowing you to work from the comfort of your own home while making a difference in the lives of our senior customers.
Key Responsibilities
- Utilize ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.
- Analyze, troubleshoot, design, and implement fixes with minimal escalation to Tier III support.
- Provide basic user training in support of off-the-shelf applications and office products.
- Perform remote system repair using remote tools (cobrowse).
- Maintain and update records and tracking databases.
- Collaborate with Tier III team members and departmental leadership to resolve emergent customer-impacting issues.
- Use best practices and knowledge of internal or external business issues to improve products or services.
- Meet departmental performance KPIs, goals, objectives, and responsibilities.
- Escalate, monitor, track, and report on problems in appropriate trouble management systems to ensure timely resolution and accurate issue documentation.
- Demonstrate ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
- Establish and maintain effective relationships with customers and provide appropriate follow-up.
- Demonstrate knowledge and application of company policies and procedures while applying sound judgment within the scope of support.
- Conduct product testing related to new and existing product categories.
- Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
Essential Qualifications
- Associate degree in Networking and Systems Administration or equivalent work experience.
- Must have worked for a communication company that supported an internet-based product.
- Must have a good technical understanding of modems, Routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
- Strong working knowledge of OS(s) including Windows.
- 3-5 years of experience with help desk in a professional environment.
- Experience utilizing network monitoring platforms or custom tools.
- Willingness to work flexible schedules, including weekends.
- Requires strong problem-solving, time management, flexibility, and communication skills.
- Must have the ability to multi-task, organize, and document many tasks at one time.
- Excellent verbal and written communication skills, presentation, and problem-solving skills.
Preferred Qualifications
- Experience in professional and business writing.
- Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams, SLACK, and other virtual work platforms).
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Technical Help Desk Specialist, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to training and development programs to help you enhance your skills and advance your career.
Work Environment and Company Culture
Our work environment is 100% remote, allowing you to work from the comfort of your own home. We believe in fostering a culture of collaboration, innovation, and inclusivity. Our company values include integrity, accountability, collaboration, service, and quality, and we expect all employees to embody these values in their work.
Compensation, Perks, and Benefits
We offer a competitive hourly rate of $26.00 to $30.00, depending on experience and geographical location. Our benefits program is generous and includes a range of perks and benefits to support your well-being and career growth.
Conclusion
If you are a motivated and experienced Technical Help Desk Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity with blithequark. As a member of our team, you will have the chance to make a real difference in the lives of our senior customers while advancing your career in a dynamic and supportive environment. Apply now to join our team and start your journey with blithequark!
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