Experienced Customer Support Specialist – Technical Product Solutions and Customer Relationship Management at blithequark

Welcome to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our innovative product solutions. As a leader in our industry, we are committed to providing top-notch technical support to our valued customers. We believe that our customers are at the heart of our business, and we are dedicated to building long-lasting relationships with them. If you are a customer-centric individual with a passion for technical support, we invite you to join our team as a Customer Support Specialist.

Role Description

As our Customer Support Specialist, you will be the primary point of contact for our customers, providing front-line technical support for our product solutions. You will be responsible for managing customer support tickets, calls, and emails within service level agreement requirements, including handling confidential information with care and discretion. Your excellent communication skills, both written and verbal, will enable you to effectively communicate with customers, internal team members, and stakeholders to resolve technical issues and improve customer satisfaction.

Key Responsibilities:

• Manage customer support tickets, calls, and emails within service level agreement requirements, including confidential information
• Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues and improve customer satisfaction
• Identify, evaluate, and resolve customer computer, system, server, and user-related issues in a timely and professional manner
• Document issues and resolution progress to ensure knowledge sharing and continuous improvement
• Educate and train internal team members on processes, products, and technical escalations to enhance their skills and knowledge
• Educate and train customers on solutions, current status, delivery alternatives, and announced updates to ensure they are informed and empowered
• Enhance program and product awareness with focused messaging to promote our products and services
• Identify and propose potential system and customer relationship enhancements, including upsell opportunities, to drive business growth and improvement
• Interpret and communicate specialized technical material into information usable by customers, ensuring that they understand our products and services
• Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design

Qualifications

To be successful in this role, you will need to have a strong background in customer service and software support, with a minimum of 2+ years of experience. You should be proficient in Windows and Microsoft Office, with a general understanding of website functionality and related technologies. Experience with CRM systems, particularly Salesforce, is highly desirable. You should also have training experience, with the ability to adapt your facilitation style to engage your audience and promote learning.

Essential Qualifications:

• 2+ years of experience in customer service and software support
• Proficiency in Windows and Microsoft Office
• General understanding of website functionality and related technologies
• Proficiency in updating and managing CRM; Salesforce preferred
• Training experience with the ability to adapt facilitation style to engage your audience
• Ability to learn and assimilate new information quickly
• Ability to evaluate and define customer and system needs
• Ability to work within a team environment to achieve results

Preferred Qualifications:

• Experience working in a fast-paced technical support environment
• Knowledge of industry-specific software and technologies
• Certifications in customer service or technical support
• Experience with project management tools and methodologies

Skills and Competencies

To excel in this role, you will need to possess excellent communication, problem-solving, and analytical skills. You should be able to work effectively in a team environment, with a strong focus on customer satisfaction and relationship building. You should also be able to adapt to changing priorities and deadlines, with a flexible and positive attitude.

Key Skills and Competencies:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work effectively in a team environment
• Customer-focused with a strong emphasis on relationship building
• Adaptable and flexible, with a positive attitude
• Strong organizational and time management skills
• Ability to learn and assimilate new information quickly

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. We offer market-leading training and development programs, with a focus on helping you achieve your career goals. You will have the opportunity to work with experienced professionals, learn new skills, and take on new challenges. We believe in promoting from within, and we are committed to helping you advance your career.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and collaborative. We believe in fostering a culture of innovation, creativity, and teamwork. Our employees are passionate, dedicated, and committed to delivering exceptional results. We offer a range of benefits, including flexible working hours, remote work options, and a comprehensive wellness program. We are proud of our diverse and inclusive culture, and we welcome applications from talented individuals from all backgrounds.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, with a starting pay rate of €40,000 per annum. You will also be eligible for pay progression based on your performance, as well as a range of other benefits, including:

Benefits:

• Career growth with market-leading training and an unwavering commitment to owning your career plan
• Competitive and transparent pay practices
• Top-of-the-range wellbeing programs and brilliant opt-in benefits
• Meaningful purpose with products and solutions that have real-life impact
• Life flexibility to care for yourself, your loved ones, and your community
• An inspiring culture with leaders that care and invested teammates
• Industry leadership in a fast-growing organization known for excellence, profitability, and stability

Conclusion

If you are a motivated, customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will have the chance to work with a talented team, develop your skills, and contribute to the success of our organization. Don't miss out on this opportunity to join a dynamic, fast-growing company with a commitment to excellence and customer satisfaction. Apply now to take the first step in your new career!