Customer Success Specialist (L1 Support) – Delivering Exceptional Customer Experiences through Technical Expertise and Passionate Support

Introduction to blithequark Imagine being part of a dynamic and innovative company that prioritizes collaboration, openness, and a commitment to excellence. At blithequark, we're dedicated to making a significant impact in the industry, and we're moving fast to achieve our ambitious goals. Our success is built on the foundation of our people, and we're passionate about creating a supportive and nurturing environment that fosters growth, excellence, and innovation. As a leader in the technology sector, we're committed to delivering exceptional customer experiences, and we're looking for talented individuals to join our team. About the Role As a Customer Success Specialist (L1 Support) at blithequark, you will be the first point of contact for our customers, providing comprehensive support and assistance with basic troubleshooting, handling inquiries, and resolving common technical issues. Your strong communication skills, problem-solving abilities, and customer-focused attitude will be essential in delivering exceptional customer experiences and ensuring customer satisfaction. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support, working collaboratively with our team to provide seamless support. Main Responsibilities Offer comprehensive support via phone, chat, email, and remote access to customers, ensuring timely and effective resolution of technical issues. Provide technical support (hardware and IT/Server/Network related) to customers, leveraging your knowledge and expertise to resolve complex technical problems. Work on the support task list in Zendesk, managing and prioritizing tasks to ensure efficient and effective support delivery. Define, report, and follow up on issues, documenting solutions in Zendesk to maintain a comprehensive history and statistics of customer interactions. Report news or issues in team meetings or to the Team Leader, ensuring that all stakeholders are informed and up-to-date on customer support activities. Report product errors in internal tools in English, contributing to the continuous improvement of our products and services. Participate in team meetings and share knowledge and information, collaborating with colleagues to enhance our customer support capabilities and drive innovation. Required Qualifications Ongoing or complete bachelor's degree in IT or related fields, providing a solid foundation for your technical expertise and customer support skills. Proven track record in a customer service role, demonstrating your ability to deliver exceptional customer experiences and resolve complex technical issues. Solid experience in ERP Support, with a deep understanding of enterprise resource planning systems and their applications. Knowledge of remote support tools, enabling you to provide effective and efficient support to our customers. Experience with CRM or ticket systems, preferably Zendesk, allowing you to manage and prioritize customer support requests effectively. Proficiency in Excel, with the ability to analyze and interpret data to inform customer support decisions. Advanced English (C1+), ensuring that you can communicate effectively with our global customer base and collaborate with colleagues from diverse backgrounds. Able to work flexible hours, with a willingness to adapt to changing customer support demands and priorities. Experience with SQL, providing a strong foundation for your technical skills and ability to analyze and resolve complex technical issues. Nice to have: Accounting knowledge, providing an additional skill set that can be leveraged to support our customers and drive business growth. Required Skills and Competencies Polished and professional telephone etiquette, ensuring that you can communicate effectively and professionally with our customers. Excellent written and verbal communication abilities, with the ability to articulate complex technical concepts and resolve customer issues effectively. Strong listening and interpersonal skills, allowing you to build rapport with our customers and collaborate with colleagues to deliver exceptional customer experiences. Friendly and approachable demeanor, creating a positive and supportive customer experience that reflects the values and culture of blithequark. Customer-focused, with patience and resilience, ensuring that you can deliver exceptional customer experiences even in challenging or complex situations. Effective problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions that meet the needs of our customers. Ability to work independently and as part of a team, demonstrating strong teamwork qualities and a willingness to collaborate with colleagues to drive innovation and excellence. What We Can Offer You at blithequark At blithequark, we're committed to providing a comprehensive and competitive rewards package that recognizes your contributions and supports your well-being. Our benefits include: National Medical Health Plan (Unimed), providing you with access to high-quality medical care and support. National Dental Assistance (Unimed), ensuring that you can maintain good oral health and well-being. Maternity & Paternity extension leave, supporting you and your family during significant life events. Life Insurance, providing you with peace of mind and financial security. Meal/Restaurant allowance (Alelo Tudo), helping you to maintain a healthy work-life balance and enjoy your favorite foods. Home office allowance (if applicable), supporting you in creating a comfortable and productive work environment. Education Platforms and training funding, enabling you to develop your skills and knowledge and drive your career forward. Gympass, Zenklub (Health app), and Guapeco (Pet Plan), providing you with access to a range of wellness and lifestyle benefits that support your physical and mental health. Annual Profit Sharing Program, recognizing your contributions to our success and providing you with a share of our profits. Education allowance, supporting you in pursuing further education and developing your skills and knowledge. DayOff as a birthday gift, giving you the opportunity to celebrate your special day and recharge. Agreement with pharmacies, restaurants, and theaters, providing you with exclusive discounts and offers that enhance your lifestyle and well-being. Working for Us At blithequark, we're passionate about creating a dynamic and innovative work environment that fosters growth, excellence, and innovation. Our company culture is built on the values of collaboration, openness, and commitment to excellence, and we're looking for talented individuals who share these values and are passionate about delivering exceptional customer experiences. As a member of our team, you can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We believe in a flexible and autonomous working environment, focused on the continual growth of our employees. Our teams recognize that all people come with a wealth of experience and talent beyond just the technical requirements of the position, and we encourage candidates from all backgrounds to apply to our roles. Diversity of experience and skills combined with passion is a key to innovation and brilliance, and we're committed to creating a workplace that is inclusive, diverse, and empowering. So why not join an international and motivated team in a growing technology company? Apply now to become a part of blithequark and start your journey to delivering exceptional customer experiences and driving innovation and excellence in the industry.