Experienced Customer Support Specialist – Technical Solutions and Customer Relationship Management at blithequark

Welcome to blithequark At blithequark, we are passionate about delivering exceptional customer experiences through our innovative product solutions. As a leader in our industry, we are committed to providing top-notch support to our customers, ensuring their success and satisfaction. We are now seeking an experienced Customer Support Specialist to join our team, playing a vital role in our front-line technical support efforts. If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity. Job Overview As our Customer Support Specialist, you will be responsible for providing technical support to our customers, resolving complex issues, and ensuring seamless communication. You will work closely with our cross-functional teams to identify and propose potential system and customer relationship enhancements, driving results through effective communication, product knowledge, and service-oriented problem-solving. Your expertise will be invaluable in educating and training internal team members and customers on our products, processes, and technical escalations. Key Responsibilities Manage customer support tickets, calls, and emails within service level agreement requirements, handling confidential information with care and discretion. Effectively manage technical escalations, implementing new tactics to de-escalate issues and ensure timely resolution. Identify, evaluate, and resolve customer computer, system, server, and user-related issues, documenting progress and resolution. Educate and train internal team members on processes, products, and technical escalations, ensuring seamless knowledge transfer. Train customers on solution status, delivery alternatives, and announced updates, enhancing program and product awareness through focused messaging. Collaborate with cross-functional teams to ensure customer objectives are met, offering recommendations as a stakeholder participant on new feature design. Interpret and communicate specialized technical material into information usable by customers, driving results through effective communication and service-oriented problem-solving. Identify and propose potential system and customer relationship enhancements, including upsell opportunities, to drive business growth and customer satisfaction. Qualifications and Requirements To be successful in this role, you should have: 2+ years of experience in customer service and software support, with a proven track record of delivering exceptional customer experiences. Proficiency in Windows and Microsoft Office, with a general understanding of website functionality and related technologies. Experience with CRM systems, preferably Salesforce, with the ability to update and manage customer data effectively. Training experience, with the ability to adapt facilitation style to engage your audience and convey complex technical information. Excellent communication, planning, and organizational skills, with the ability to define and deliver on priorities in a fast-paced environment. Ability to learn and assimilate new information quickly, with a strong focus on driving results through effective communication, product knowledge, and service-oriented problem-solving. Strong attention to detail, with excellent problem-solving skills and the ability to evaluate and define customer and system needs. Preferred Qualifications Experience working in a similar industry or role, with a deep understanding of customer support principles and practices. Knowledge of blithequark's products and services, with a passion for staying up-to-date with the latest technologies and trends. Certifications or training in customer support, technical writing, or a related field, demonstrating a commitment to ongoing learning and professional development. What We Offer At blithequark, we are committed to providing our employees with a supportive and inclusive work environment, opportunities for growth and development, and a comprehensive range of benefits. These include: A competitive salary, with a starting pay rate of €40,000 per annum and opportunities for pay progression based on performance. Career growth opportunities, with market-leading training and an unwavering commitment to owning your career plan. Competitive and transparent pay practices, with a focus on recognizing and rewarding outstanding performance. Top-of-the-range wellbeing programs and brilliant opt-in benefits, supporting your physical, mental, and emotional wellbeing. Meaningful purpose, with products and solutions that have real-life impact and make a difference in the lives of our customers. Life flexibility, with the ability to care for yourself, your loved ones, and your community, and a healthy work-life balance. An inspiring culture, with leaders who care and invested teammates who are passionate about delivering exceptional customer experiences. Industry leadership, with a fast-growing organization known for excellence, profitability, and stability, and a commitment to innovation and customer satisfaction. Our Culture and Values At blithequark, we are proud of our culture and values, which are built around a passion for delivering exceptional customer experiences, a commitment to innovation and excellence, and a focus on teamwork and collaboration. We believe in: Accountability, with a focus on taking ownership and responsibility for our actions and decisions. Customer focus, with a commitment to understanding and meeting the needs of our customers. Driving results, with a focus on achieving outstanding performance and delivering exceptional customer experiences. Instilling trust, with a commitment to building strong relationships with our customers, partners, and teammates. How to Apply If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. We look forward to hearing from you and exploring how you can contribute to our team's success. Conclusion At blithequark, we are committed to delivering exceptional customer experiences through our innovative product solutions. As a Customer Support Specialist, you will play a vital role in our front-line technical support efforts, working closely with our cross-functional teams to identify and propose potential system and customer relationship enhancements. With a competitive salary, comprehensive benefits, and opportunities for growth and development, this is an exciting opportunity to join a fast-growing organization and make a real difference in the lives of our customers. We look forward to hearing from you and exploring how you can contribute to our team's success.