Experienced Customer Support Specialist - Policy and Technical Expertise for Online Learning Solutions at blithequark

Introduction to blithequark and the Industry At blithequark, our mission is to create safer communities and empower the individuals on the front lines with market-leading content and technology. We work closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today’s challenges and keep first responders coming home safely at the end of each shift. As a leader in the public safety and government sector, blithequark is committed to improving the quality of life for all community members through our state-specific policies, online learning, behavioral health resources, grant assistance, and industry news and information. About the Role We are seeking an experienced Customer Support Specialist - Policy to join our team at blithequark. As a Customer Support Specialist, you will be responsible for providing responsive support to first responder clients via phone, email, and chat. You will troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. The ideal candidate will have a strong background in software or SaaS technical support, excellent communication skills, and a desire to grow within the company. Key Responsibilities Provide customer-facing technical support to resolve technical and administrative inquiries on behalf of our customers Troubleshoot and bug triage for the online learning platform from verification and replication through the submission of tickets through our Jira project management system Take ownership of software incident management and provide superior customer service to our clients Document customer contacts within Salesforce and monitor individual metrics such as cases closed daily and weekly, Customer Satisfaction scores, average handle time, first call resolution, ticket duration, and cases Collaborate with cross-departmental teams to monitor Jira ticket status, communicate with our Customer Solutions team, and assist internal users with product knowledge and troubleshooting Essential Qualifications 2 years of experience in software or SaaS technical support or a related customer support field Minimum of one year of Salesforce experience Professional verbal and written communication skills Ability to provide superior customer service Desire to grow within the company Work well in a team environment GED/High School Diploma Good job stability Preferred Qualifications Experience with a content management platform: you have provided customer support for a content management platform First responder experience or background working with first responders or working in the first responder software industry is a definite plus Skills and Competencies To be successful in this role, you will need to possess excellent technical, communication, and problem-solving skills. You should be able to work well under pressure, prioritize tasks effectively, and maintain a high level of customer satisfaction. Additionally, you should be able to demonstrate a strong understanding of software or SaaS technical support principles and be able to apply this knowledge to resolve complex technical issues. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to staff growth and development and are looking to scale the impact of our work on the audience, as well as the company. As a Customer Support Specialist, you will have the opportunity to grow within the company and develop your skills and knowledge through internal training, access to LinkedIn Learning by request, mentorship programs, and other professional development opportunities. You will also have the chance to work on a variety of projects and collaborate with cross-departmental teams to drive business results and improve customer satisfaction. Work Environment and Company Culture Our team at blithequark is highly productive and works with urgency every day to serve the needs of public safety professionals. We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another, and are dedicated to each member of the team maximizing their potential. We offer a collaborative and mission-driven work environment, comprehensive benefits package, and opportunities for professional development and growth. Compensation, Perks, and Benefits We offer a competitive base salary, monthly, quarterly, or annual incentive, and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. This role pays $24/hour which equivocates to $49,920 per year. We also offer health insurance, education benefits, and a collaborative and mission-driven work environment. Conclusion If you are a motivated and experienced customer support professional looking to join a dynamic and growing company, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist - Policy at blithequark, you will have the chance to make a difference in the lives of first responders and public safety professionals, while also developing your skills and knowledge and growing your career. Apply now to join our team and be a part of our mission to create safer communities and empower the individuals on the front lines. How to Apply To apply for this role, please submit your application through our website. We look forward to hearing from you and exploring how you can contribute to our team at blithequark. Equal Opportunity Employer blithequark is an Equal Opportunity Employer (EOE) and provides equal employment opportunities to all team members and applicants for employment without regard to race, color, religion, gender, national origin, age, sex, pregnancy, disability, sexual orientation, gender identity or expression, veteran status, genetic information, or any other non-job-related characteristic. We comply with applicable federal, state, and local laws governing nondiscrimination in employment in every location in which the company has facilities.