Welcome to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences and technical support to our valued clients. As a leader in our industry, we are committed to providing innovative solutions and building strong relationships with our customers. We are now seeking an experienced and skilled Customer Care and Technical Support Advisor to join our team, working remotely from the comfort of your own home in the US.
The Opportunity
As a Customer Care and Technical Support Advisor at blithequark, you will play a vital role in addressing customer concerns, providing technical support, and ensuring that our clients receive the best possible service. This is a fantastic opportunity to work with a dynamic and growing company, where you will have the chance to develop your skills, expand your knowledge, and advance your career.
Key Responsibilities:
- Addressing student families' concerns and providing introductory information to new users on various products
- Resolving inbound customer calls and inquiries in a professional and empathetic manner, striving for one-call resolution of customer issues
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Troubleshooting hardware and software issues, completing software installations, and documenting information into a web-based ticketing system
- Serving as the first point of contact for customers seeking technical assistance over the phone, chat, and email
- Managing and resolving identified client issues, searching and navigating the knowledge base to identify appropriate resolutions for client issues
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
- Participating in internal training programs to expand knowledge and support multiple clients, completing special projects as requested by management
- Demonstrating empathy, patience, and flexibility during phone calls, handling multiple job tasks at one time, and escalating issues in a timely manner
The Candidate
To be successful in this role, you will need to possess a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service. If you are a motivated and enthusiastic individual who is looking for a new challenge, we encourage you to apply for this exciting opportunity.
Essential Qualifications:
- Ability to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
- Ability to walk customers through outlined problem-solving processes, using our knowledge base system
- Ability to perform remote troubleshooting and take inbound (voice) phone calls in a conversation-heavy environment
- Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
- High School diploma or equivalent combination of education and experience
- Must be at least 18 years old
- Previous computer experience (building, configuring, troubleshooting)
- Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
- Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
- Willing to accept a temporary assignment
- Must reside in an approved state
- Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL), 40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Wi-Fi Connection is permitted
Preferred Qualifications:
- College degree or some college completed
- 1 or more years of customer service or contact center experience
- Previous experience in the education industry and with e-learning technologies
- Experience working in a technical help desk position
What We Offer
At blithequark, we are committed to providing our employees with a supportive and inclusive work environment, where they can grow and develop their skills. We offer a competitive pay rate of $13/hour, as well as opportunities for career advancement and professional growth. Our company culture values diversity, equity, and inclusion, and we are an equal employment opportunity/affirmative action employer.
Career Growth Opportunities:
- Opportunities for professional growth and development
- Internal training programs to expand knowledge and support multiple clients
- Special projects and assignments to challenge and engage you
Work Environment and Company Culture:
- Dynamic and supportive work environment
- Inclusive and diverse company culture
- Opportunities for collaboration and teamwork
- Flexible work arrangements, including remote work options
Compensation, Perks, and Benefits:
- Competitive pay rate of $13/hour
- Opportunities for career advancement and professional growth
- Internal training programs and development opportunities
- Flexible work arrangements, including remote work options
Conclusion
If you are a motivated and enthusiastic individual who is passionate about delivering exceptional customer service and technical support, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to providing our employees with a supportive and inclusive work environment, where they can grow and develop their skills. Join our team today and take the first step towards a rewarding and challenging career.
Apply Now