Experienced Customer Service Technical Associate – Delivering Exceptional Support and Resolution for Moderate to Complex Customer Inquiries in a Dynamic and Inclusive Environment at blithequark

Introduction to blithequark At blithequark, we prioritize customer experience above all else. Our Service Excellence Team is dedicated to ensuring that every interaction with our products is not only satisfactory but delightful. As a leader in professional information services, blithequark empowers professionals across various fields, including legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare, with market-leading information-enabled tools and software solutions. Our mission is to help these professionals manage their business efficiently, deliver results to their clients, and succeed in an ever-changing world. Job Overview We are seeking a highly skilled and dedicated Customer Service Technical Associate to join our team. As the voice of blithequark, you will play a crucial role in providing high-quality, speedy, personable, and conversational support to our customers. Your primary responsibility will be to resolve moderate to complex customer inquiries via phone, online chat, or email, ensuring that every customer has an exceptional experience, regardless of the channel they choose to contact us. This role is perfect for individuals looking to launch or advance their careers in Product Management, Product Development, and Sales, as it offers a unique blend of technical expertise, customer service, and product knowledge. Key Responsibilities Effectively resolve customer questions and issues related to our systems or content through various communication channels, including phone, email, and chat. Take ownership of customer cases from start to finish, ensuring timely and satisfactory resolutions. Record all client interactions in our customer relationship database to maintain accurate and up-to-date records. Participate in projects and process improvement initiatives as needed to contribute to the continuous enhancement of our customer service operations. Provide general reports to management upon request, offering insights into customer trends and areas for improvement. Engage in product testing and review as required to stay updated on our products and services, ensuring that you can provide the most accurate and helpful support to our customers. Maintain the confidentiality and security of product and customer data, adhering to blithequark's data protection policies and procedures. Essential Qualifications To be considered for this role, you must meet the following minimum qualifications: Associate's Degree in a business-related field or equivalent experience. At least 1 year of experience in accounting or tax, or 2 years of experience in any customer service role. Ability to commute to our office in Kennesaw, Georgia, or Wichita, Kansas, every Tuesday and Wednesday, as this is a hybrid role requiring in-office presence 2 days a week. Availability for overtime, particularly during peak seasons (January to April and September to October), which may include evening and weekend hours. Preferred Qualifications While not required, the following qualifications are highly preferred: Educational background in Business, Accounting, or Finance. Experience working with tax and accounting software, particularly CCH tax and accounting software. Tax preparation or accounting experience. Background in a help desk or customer support environment. Familiarity with SalesForce.com. Skills and Competencies To excel in this role, you should possess: Knowledge of tax, accounting, and audit principles, practices, and legislation/regulations. Strong computer and internet skills, including proficiency in Microsoft Office. A service-oriented mindset with a high commitment to meeting the needs of customers and colleagues. Ability to diffuse and provide effective resolution to customer complaints in a professional and courteous manner. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Service Technical Associate, you will have opportunities to: Develop your technical skills and product knowledge through ongoing training and support. Advance your career in various paths, including Product Management, Product Development, and Sales. Contribute to process improvements and projects that enhance customer experience and operational efficiency. Work in a dynamic and inclusive environment that values diversity, equity, and inclusion. Work Environment and Company Culture blithequark offers a welcoming and equitable work environment where all employees feel valued and supported. Our company culture is built on the principles of diversity, inclusion, and respect, recognizing that a diverse workforce is essential to achieving our strategy and serving our global customer base. We are proud to be an Equal Opportunity/Affirmative Action employer, committed to providing a workplace where everyone can thrive and grow. Compensation, Perks, and Benefits blithequark provides a comprehensive benefits package that includes medical, dental, and vision plans, 401(k), FSA/HSA, commuter benefits, tuition assistance, vacation and sick time, and paid parental leave, among others. Our benefits are designed to support the well-being and career aspirations of our employees, recognizing that their contributions are vital to our success. Conclusion If you are passionate about delivering exceptional customer service, have a strong technical aptitude, and are looking for a role that offers growth opportunities and a dynamic work environment, we encourage you to apply for the Customer Service Technical Associate position at blithequark. Join our team and be part of a global organization that makes a difference every day, empowering professionals to achieve their goals and succeed in their fields. Apply now and take the first step towards an exciting and rewarding career with blithequark.