Experienced Customer Service Tools Support Specialist – Technical Issue Management and CS Operations Support

Introduction to blithequark blithequark is one of the world's leading entertainment services, with a vast global presence and a commitment to delivering exceptional customer experiences. As a pioneer in the entertainment industry, blithequark has revolutionized the way people enjoy TV series, films, and games. With a focus on innovation, quality, and customer satisfaction, blithequark has become a household name, synonymous with excellence and entertainment. Our mission is to provide unparalleled entertainment services that exceed our customers' expectations, and we are seeking a talented and dedicated Customer Service Tools Support Specialist to join our team. About the Role The Customer Service Tools Support Specialist will play a critical role in ensuring the smooth operation of our customer service tools and technologies. As a key member of the CS Technology team, you will be responsible for managing the intake, triage, communication, and escalation of all technical issues affecting customer support tools and technologies. Your expertise will be instrumental in maintaining and enhancing tool functionality and user experience, ensuring that our customer service operations run efficiently and effectively. Key Responsibilities Manage the escalation lifecycle for all technical issues affecting customer support tools and services, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and CS Product. Support customer service tools user access inquiries and group policy management, ensuring that our customer service teams have the necessary access and tools to provide exceptional service. Provide customer service operations teams with blithequark-specific IT implementation support for BPO customer service site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues impacting agents and tooling. Operate as a customer service tools subject matter expert for the customer service organization, providing guidance and support to ensure the effective use of customer service tools and technologies. Manage support channel inquiries and ensure SLAs are met, ensuring that our customers receive timely and effective support. Create and maintain runbooks and resource material pertaining to customer service tools support, ensuring that our customer service teams have access to the necessary resources and information to provide exceptional service. Demonstrate flexibility in working hours to help meet the needs of the business, including participating in an on-call support rotation to ensure 24/7 coverage. Qualifications and Requirements To be successful in this role, you will need to possess the following qualifications and skills: 4+ years of relevant experience related to IT support, application support, and technical troubleshooting and research, with a proven track record of resolving complex technical issues. A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling, with the ability to quickly learn and adapt to new technologies. Experience supporting customer service target SaaS applications (CRM, CMS, CCaaS, etc.), with a deep understanding of customer service operations and the importance of effective tooling and technology. Effective communication skills, with the ability to communicate complex technical information to stakeholders across all technical levels, both written and verbal. A self-starter and fast learner who can work independently while using impeccable judgment, with a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations. Essential Skills and Competencies Strong technical skills, with the ability to troubleshoot and resolve complex technical issues. Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams. Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions. Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability. Strong attention to detail, with a focus on delivering high-quality results. Career Growth and Development Opportunities At blithequark, we are committed to the growth and development of our employees. As a Customer Service Tools Support Specialist, you will have access to a range of training and development opportunities, including: Technical training and certification programs, to help you develop your technical skills and stay up-to-date with the latest technologies. Leadership development programs, to help you develop your leadership skills and prepare for future roles. Cross-functional training and development opportunities, to help you develop a deeper understanding of our business and operations. Access to industry conferences and events, to help you stay current with industry trends and best practices. Work Environment and Company Culture At blithequark, we pride ourselves on our unique and dynamic company culture. We are a collaborative and innovative organization, with a focus on delivering exceptional customer experiences. Our work environment is fast-paced and dynamic, with a high degree of flexibility and autonomy. We offer a range of perks and benefits, including: Flexible working hours and remote work options, to help you achieve a better work-life balance. Access to cutting-edge technologies and tools, to help you stay current with industry trends and best practices. A collaborative and dynamic work environment, with a focus on innovation and creativity. A range of employee recognition and reward programs, to recognize and reward your contributions to our business. Compensation and Benefits At blithequark, we offer a competitive compensation and benefits package, including: A annual salary range of $50,000 - $190,000, depending on experience and qualifications. A range of benefits, including health plans, mental health support, 401(k) retirement plan with employer match, stock option program, disability programs, health savings and flexible spending accounts, family-forming benefits, and life and serious injury benefits. Paid leave of absence programs, including vacation, holidays, and sick leave. Flexible time off, to help you achieve a better work-life balance. Conclusion If you are a motivated and talented individual with a passion for customer service and technical support, we encourage you to apply for this exciting opportunity. As a Customer Service Tools Support Specialist at blithequark, you will have the opportunity to work with a dynamic and innovative organization, with a focus on delivering exceptional customer experiences. You will be part of a collaborative and supportive team, with access to a range of training and development opportunities. Don't miss out on this opportunity to join our team and contribute to our mission of delivering unparalleled entertainment services to our customers. Apply now to become a part of the blithequark team!