Experienced Customer Support Specialist – Delivering Exceptional User Experiences in a Dynamic and Mission-Driven Environment at blithequark

Introduction to blithequark

At blithequark, we are driven by a profound mission to empower individuals to realize their full potential by enhancing access to career services. Initially focused on the traditional higher education sector, our innovative All-In-One Virtual Career Center has been adopted by a diverse range of institutions, including renowned universities and community colleges, to significantly improve career service utilization, readiness, and student outcomes. Our team is passionate about making a positive impact and operates in a fun, collaborative, and people-centric culture. With a physical presence in Cambridge, MA, and a fully remote operational model, we encourage flexibility and mobility, allowing our team members to work from their preferred environments.

About the Role

We are seeking a highly skilled and dedicated Customer Support Specialist to join our team on a contract basis for an initial period of 6 months, with potential opportunities for extension or conversion to a permanent role based on performance and company needs. As a Support Specialist at blithequark, you will play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You will collaborate closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes.

Key Responsibilities

• Provide timely and effective email support to blithequark customers via our internal ticket queue, ensuring prompt resolution of user inquiries and issues.
• Resolve general questions, complete platform configuration, and set up integrations on clients' behalf, demonstrating a high level of technical expertise and problem-solving skills.
• Troubleshoot and escalate complex issues to relevant functional teams or account owners, maintaining open communication channels and ensuring seamless collaboration.
• Configure fields in the admin console of our SaaS product, including DNS, single-sign-on (SSO) issues, and manage .csv imports, leveraging your technical skills to optimize platform performance.
• Maintain high standards for response and resolution times, ensuring user satisfaction and contributing to the continuous improvement of our support processes.
• Collaborate with the Support Team to share trends, insights, and best practices, enhancing the overall user experience and driving team success.
• Review documentation and identify opportunities for additional internal and external, client-facing documentation, ensuring that our knowledge base is comprehensive and up-to-date.
• Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience, adhering to our high standards of customer service.

Volume and Performance Expectations

In this role, you can expect to handle approximately 30-40 tickets per day, requiring strong organizational skills, attention to detail, and the ability to prioritize tasks effectively. Your performance will be evaluated based on your ability to meet or exceed our service level agreements, ensuring timely and effective resolution of user inquiries and issues.

Essential Qualifications and Skills

To succeed as a Customer Support Specialist at blithequark, you will need to possess the following essential qualifications and skills:

• Ability to follow directions accurately and efficiently, with a strong attention to detail and ability to "read between the lines" of customer requests.
• Excellent verbal and written communication skills, with the ability to articulate complex technical concepts in a clear and concise manner.
• Ability to work independently and as part of a team, demonstrating strong collaboration and problem-solving skills.
• A willingness to learn and ask questions, with a strong desire to develop your technical skills and knowledge.
• Strong help desk skills with a focus on resolving user issues promptly, leveraging your technical expertise and problem-solving abilities.
• Experience configuring fields in an admin console within a SaaS product, including DNS, SSO, .csv imports, and spreadsheets.
• Ability to provide a regular schedule Monday through Friday to provide consistent assistance in the support queue, ensuring seamless coverage and support for our users.

Preferred Qualifications and Skills

While not required, the following qualifications and skills are highly desirable:

• Familiarity with HubSpot Service Queue or similar support platforms, with experience leveraging these tools to drive efficient and effective support processes.
• Knowledge of WordPress or previous experience using blithequark's platform, with a strong understanding of our technology and capabilities.
• Previous experience in an Enterprise SaaS Customer Support team, with a proven track record of delivering exceptional customer support in a fast-paced and dynamic environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members, providing opportunities for professional development, training, and mentorship. As a Customer Support Specialist, you will have the opportunity to develop your technical skills, enhance your knowledge of our platform, and contribute to the continuous improvement of our support processes. With a strong focus on innovation and customer satisfaction, you will be part of a dynamic team that is shaping the future of career services and education.

Work Environment and Company Culture

Our company culture is built on a foundation of collaboration, inclusivity, and mutual respect. We believe in empowering our team members to take ownership of their work, providing the autonomy and flexibility to work from their preferred environments. With a physical presence in Cambridge, MA, and a fully remote operational model, we offer a unique and dynamic work environment that is designed to foster creativity, innovation, and growth.

Compensation, Perks, and Benefits

We offer competitive compensation, including an hourly rate of $30-$40, as well as a range of benefits and perks designed to support the well-being and success of our team members. These may include participation in a generous employee equity stock option program, a wide range of employee benefits, and opportunities for professional development and growth.

Equal Opportunity Employer

blithequark is proud to be an equal opportunity employer, committed to maintaining a diverse and inclusive work environment. We welcome applications from qualified candidates of all backgrounds, regardless of race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, or any other legally protected status under federal, state, or local anti-discrimination laws.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity to join our team at blithequark. With a strong commitment to our mission, our people, and our customers, we offer a unique and dynamic work environment that is designed to foster growth, innovation, and success. Don't miss this chance to be part of a team that is shaping the future of career services and education – apply now to become our next Customer Support Specialist!