Experienced IT Customer Service Representative – Technical Support and Customer Satisfaction Expert

Welcome to blithequark At blithequark, we are passionate about delivering exceptional customer experiences through our cutting-edge technology solutions and dedicated support teams. As a leader in the IT industry, we are committed to fostering a culture of innovation, collaboration, and continuous learning. Our team of experts is driven by a shared vision to empower businesses and individuals to achieve their full potential through seamless technology integration and outstanding customer service. Job Overview We are seeking an experienced and skilled IT Customer Service Representative to join our dynamic team at blithequark. As a key member of our technical support team, you will be responsible for responding to customer inquiries, resolving technical issues, and providing exceptional customer service through various communication channels, including voice, email, chat, and remote support. If you are a tech-savvy individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity. Key Responsibilities Respond to customer incidents and issues in a timely and professional manner, utilizing strong technical and problem-solving skills to diagnose and resolve problems. Utilize incident tracker tools to capture and document all incidents, assigning cases to relevant assignment groups as per established processes and ensuring proper documentation and follow-up. Provide resolutions to customers based on established processes and procedures, ensuring that all interactions are handled with empathy, patience, and a customer-centric approach. Follow the incident life cycle as defined by process, including logging incidents with proper priority, categorization, and documentation, and performing follow-up on all necessary incidents to ensure timely closure. Continuously upgrade technical, process, and soft skills to achieve client and internal quality scores, including CSAT scores, resolution on call, and customer service scores. Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement, escalating issues as necessary to ensure proper management attention. Perform incident notification and escalation to ensure problems, requests, and issues are communicated effectively and receive proper management attention. Essential Qualifications 2+ years of experience in IT customer service, technical support, or a related field. Strong technical skills, including knowledge of computer hardware, software, and networking fundamentals. Excellent communication and interpersonal skills, with the ability to interact with customers, colleagues, and management in a professional and courteous manner. Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands to meet customer needs and achieve quality standards. Strong problem-solving and analytical skills, with the ability to diagnose and resolve technical issues in a timely and effective manner. High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred. Preferred Qualifications Experience with incident tracker tools and customer relationship management (CRM) software. Knowledge of IT service management frameworks, such as ITIL. Certifications in IT support, such as CompTIA A+ or HDI Support Center Analyst. Experience working in a remote or virtual support environment. Strong understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences. Skills and Competencies Technical skills: Proficiency in computer hardware, software, and networking fundamentals, with the ability to learn and adapt to new technologies. Communication skills: Excellent verbal and written communication skills, with the ability to interact with customers, colleagues, and management in a professional and courteous manner. Problem-solving skills: Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues in a timely and effective manner. Time management skills: Ability to prioritize multiple tasks and manage competing demands to meet customer needs and achieve quality standards. Adaptability: Ability to work in a fast-paced environment, adapting to changing priorities and demands as needed. Career Growth and Learning Opportunities At blithequark, we are committed to the growth and development of our employees. As an IT Customer Service Representative, you will have access to ongoing training and development opportunities, including technical skills training, customer service workshops, and leadership development programs. Our goal is to empower you with the skills and knowledge needed to succeed in your role and advance your career within the company. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. Our team is passionate about delivering exceptional customer experiences, and we foster a culture of collaboration, innovation, and continuous learning. As an employee, you will be part of a talented and dedicated team that is committed to making a positive impact in the lives of our customers and the communities we serve. Compensation, Perks, and Benefits We offer a competitive compensation package, including a hourly rate of $22.23, as well as a range of perks and benefits, including: Comprehensive health and wellness programs. Retirement savings plans and matching contributions. Paid time off and holidays. Opportunities for professional growth and development. Access to cutting-edge technology and tools. A dynamic and supportive work environment. Conclusion If you are a motivated and customer-focused individual with a passion for technology and exceptional customer service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As an IT Customer Service Representative, you will be part of a dynamic and supportive team that is committed to delivering exceptional customer experiences and making a positive impact in the lives of our customers. Apply today to take the first step in your career with blithequark!