Experienced Customer Support Analyst – Procurement Platform Expertise and Client Success

Introduction to blithequark At blithequark, we pride ourselves on being a diverse, creative team of individuals passionate about procurement. Our mission is to invest ourselves entirely in our clients' success, fostering strong collaborative relationships that deliver extraordinary value year after year. With a client base that includes market global leaders, Fortune 500 and Global 2000 enterprises, and leading government and public institutions, we strive to make a difference through our work. blithequark is a place where individuality is prized, talent is respected, and results matter. We're a learning organization, actively seeking talented individuals to help shape, grow, and continually improve our team. About Our Industry The procurement industry is rapidly evolving, with technology playing an increasingly vital role in enabling procurement leaders to maximize their impact on business operations, strategy, and financial performance. At blithequark, we deliver practical, effective services and software that cater to the needs of our clients, helping them navigate the complexities of procurement and achieve their goals. Our team is dedicated to building a beautiful company, enjoying the journey, and making a positive impact on the world. Job Overview We're seeking an experienced Customer Support Analyst to join our team at blithequark. As the first point of contact for our clients, you will play a critical role in ensuring their success on our procurement platforms. This is a hybrid position based at our headquarters, where you will combine technical problem-solving with clear communication and a strong customer-first mindset. If you're passionate about delivering outstanding service and have a knack for troubleshooting and resolving issues, we encourage you to apply for this exciting opportunity. Key Responsibilities Serve as the first point of contact for client inquiries via phone, email, and ticketing systems, providing timely and effective support to ensure client satisfaction. Provide tier-1 and tier-2 application support for blithequark's procurement platforms, including troubleshooting and resolving user issues related to access, transactions, workflows, and reporting. Escalate complex technical issues to the appropriate internal teams while maintaining ownership until resolution, ensuring seamless communication and follow-up with clients. Document issues, resolutions, and customer feedback in CRM/helpdesk systems, contributing to the continuous improvement of our support processes and services. Assist with vendor and supplier support, including onboarding, order tracking, and invoice/payment queries, to ensure a smooth and efficient experience for our clients. Deliver proactive support by identifying recurring issues and working with Product/Engineering teams on improvements, driving innovation and excellence in our procurement platforms. Support training and onboarding of client users, providing guidance on platform features and best practices to ensure successful adoption and utilization. Ensure SLAs (response time, resolution time) and customer satisfaction targets are consistently achieved, maintaining the high standards of service that blithequark is known for. Essential Qualifications Bachelor's degree preferred (Business, IT, Supply Chain, or related field), with a strong foundation in procurement principles and practices. 4+ years of experience in customer support, helpdesk, or client-facing roles (preferably in SaaS, procurement, or ERP/P2P environments), with a proven track record of delivering exceptional service and support. Excellent English communication skills (verbal & written), with the ability to articulate complex technical concepts in a clear and concise manner. Familiarity with procurement processes (P2P, S2P, ERP) strongly preferred, with a deep understanding of the challenges and opportunities facing procurement leaders. Technical aptitude with the ability to learn new software quickly; prior experience with SAP, Oracle, Coupa, or blithequark solutions is advantageous, with a strong desire to stay up-to-date with the latest technologies and trends. Preferred Qualifications Experience working in a fast-paced, dynamic environment, with a strong ability to prioritize tasks and manage multiple client requests simultaneously. Customer-centric mindset with a passion for delivering outstanding service, and a deep understanding of the importance of building strong relationships with clients. Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions that meet the needs of our clients. Familiarity with CRM/helpdesk systems, with experience documenting issues, resolutions, and customer feedback to drive continuous improvement. Career Growth Opportunities and Learning Benefits At blithequark, we're committed to the growth and development of our team members. As a Customer Support Analyst, you'll have access to a range of training and development opportunities, including: Comprehensive onboarding program, designed to equip you with the knowledge and skills needed to succeed in your role. Ongoing training and development opportunities, including workshops, webinars, and conferences, to stay up-to-date with the latest trends and technologies in procurement. Mentorship and coaching from experienced professionals, with a focus on helping you achieve your career goals and aspirations. Opportunities for career advancement, with a clear path for progression and growth within the company. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive work environment. Our team is passionate about procurement, and we're committed to making a difference through our work. As a Customer Support Analyst, you'll be part of a dynamic and supportive team, with a strong focus on collaboration and teamwork. Our company culture is built on the following values: Individuality: We prize individuality and respect the unique perspectives and contributions of each team member. Talent: We recognize and reward talent, providing opportunities for growth and development to help our team members achieve their full potential. Results: We're focused on delivering results, with a strong emphasis on achieving exceptional outcomes for our clients. Learning: We're a learning organization, committed to continuous improvement and innovation in all aspects of our business. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support the well-being and success of our team members. These include: Competitive salary and bonus structure, with opportunities for growth and development. Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other benefits. Flexible work arrangements, including remote work options and flexible hours, to support work-life balance and productivity. Opportunities for professional development and growth, with a focus on helping our team members achieve their career goals and aspirations. Conclusion If you're passionate about procurement and customer support, and you're looking for a challenging and rewarding role with a dynamic and supportive team, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at blithequark, you'll have the chance to make a real difference in the lives of our clients, while developing your skills and expertise in a rapidly evolving industry. Don't miss out on this opportunity to join our team and contribute to the success of blithequark. Apply today!