Experienced SaaS Technical Support and Customer Care Specialist – E-commerce Platform Support and Customer Success

Welcome to blithequark Imagine being part of a dynamic team where technology meets innovation, and customer satisfaction is the top priority. At blithequark, we're passionate about delivering exceptional support to our clients, and we're looking for a talented SaaS Technical Support and Customer Care Specialist to join our lean and agile team. As a key member of our frontline support, you'll have the opportunity to make a real impact on our customers' success and help shape the future of our e-commerce platform. About the Role As a SaaS Technical Support and Customer Care Specialist at blithequark, you'll be responsible for providing top-notch support to our customers, troubleshooting technical issues, and resolving problems in a timely and professional manner. You'll be the face of our company, interacting with customers via phone, email, and other channels, and ensuring that their experience with our platform is nothing short of exceptional. If you're a tech-savvy individual with a passion for customer success, excellent communication skills, and a knack for problem-solving, we want to hear from you. Key Responsibilities Provide technical support and troubleshooting assistance to customers via phone, email, and other channels Diagnose and resolve customer issues with our web-based software application, escalating complex issues to internal teams as needed Communicate technical issues and solutions to customers in a clear, concise, and non-technical manner Utilize Google, knowledgebases, and other resources to research and resolve customer issues Balance and prioritize multiple tasks and customer issues simultaneously, ensuring timely and effective resolution Collaborate with internal teams, including development, sales, and marketing, to ensure seamless customer experience Identify areas for process improvement and contribute to the development of new support procedures and documentation Essential Qualifications Excellent phone and writing skills, with the ability to communicate technical issues to customers in a clear and concise manner Proficiency in Microsoft Excel, with the ability to learn and adapt to new software applications Strong troubleshooting skills, with the ability to diagnose and resolve technical issues Ability to work independently and as part of a team, with a strong focus on customer satisfaction Excellent time management and organizational skills, with the ability to prioritize multiple tasks and customer issues Preferred Qualifications Previous experience in customer support, preferably in a SaaS or e-commerce environment Familiarity with e-commerce platforms, such as Bigcommerce, Shopify, ShipStation, or SKUVault Experience with HTML, CSS, and JSON or XML files Previous experience selling products on Amazon or eBay Strong knowledge of online software applications and technology Skills and Competencies Effective time management and prioritization Excellent communication and interpersonal skills Strong problem-solving and troubleshooting skills Ability to work independently and as part of a team Excellent grammar and spelling, with strong writing skills Ability to learn quickly and adapt to new software applications and technologies Service-oriented mindset, with a strong focus on customer satisfaction Career Growth and Learning Benefits At blithequark, we're committed to the growth and development of our team members. As a SaaS Technical Support and Customer Care Specialist, you'll have access to ongoing training and professional development opportunities, including: Comprehensive onboarding and training program Ongoing coaching and mentoring from experienced support professionals Opportunities for career advancement and professional growth Access to industry-leading software applications and technologies Participation in company-wide initiatives and projects Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and collaborative work environment. As a member of our team, you'll enjoy: A lean and agile work environment, with a focus on innovation and customer satisfaction A team-oriented culture, with regular social events and activities Flexible working hours and remote work options Access to the latest software applications and technologies A comprehensive benefits package, including health insurance, 401k, disability, and life insurance Compensation and Benefits At blithequark, we offer a competitive compensation package, with salaries ranging from $30,000 to $65,000 per year, depending on experience. In addition to your salary, you'll enjoy a comprehensive benefits package, including: Health insurance 401k matching Disability insurance Life insurance Flexible working hours and remote work options Opportunities for career advancement and professional growth How to Apply If you're a motivated and customer-focused individual with a passion for technology and support, we want to hear from you. Please submit your resume and a cover letter, outlining your experience and qualifications for the role. Don't forget to highlight your friendly, confident, curious, articulate, and resilient personality traits, and feel free to include a video showcasing your skills and personality. Conclusion At blithequark, we're committed to delivering exceptional support to our customers, and we're looking for a talented SaaS Technical Support and Customer Care Specialist to join our team. If you're a tech-savvy individual with a passion for customer success, excellent communication skills, and a knack for problem-solving, we encourage you to apply for this exciting opportunity. Join our dynamic team and help shape the future of our e-commerce platform.