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 revolutionize the utilization of career services, career readiness, and student outcomes. Our team is passionate about making a meaningful impact, and we operate in a fun, collaborative culture that prioritizes people's well-being and growth.

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 the potential 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 work 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, resolving general questions, completing platform configuration, and setting up integrations on clients' behalf.
• Troubleshoot and escalate issues to relevant functional teams or account owners, ensuring prompt resolution and minimal disruption to our users.
• Configure fields in the admin console of our SaaS product, including DNS, single-sign-on (SSO) issues, and managing .csv imports, to ensure seamless functionality and user experience.
• Maintain high standards for response and resolution times, ensuring user satisfaction and loyalty to our brand.
• Collaborate with the Support Team to share trends, insights, and improve the overall user experience, contributing to the development of our support processes and documentation.
• Review documentation and flag opportunities for additional internal and external, client-facing documentation, ensuring that our users have access to comprehensive and up-to-date resources.
• Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience, consistently meeting or exceeding our service level agreements.

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, the quality of your support interactions, and your contributions to the ongoing improvement of our support processes and documentation.

Essential Qualifications and Skills

To be successful in this role, 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, with a strong willingness to learn and ask questions.
• Strong help desk skills with a focus on resolving user issues promptly, and a willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently.
• 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.

Preferred Qualifications and Skills

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

• Familiarity with HubSpot Service Queue or similar support platforms.
• Knowledge of WordPress or previous experience using blithequark's platform.
• Previous experience in an Enterprise SaaS Customer Support team.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have access to ongoing training and professional development opportunities, including:

• Comprehensive onboarding and training program to ensure your success in the role.
• Regular feedback and coaching to help you grow and develop your skills.
• Opportunities to contribute to the development of our support processes and documentation.
• Access to industry-leading tools and technologies to help you stay up-to-date with the latest trends and best practices.

Work Environment and Company Culture

At blithequark, we pride ourselves on our fun, collaborative culture that prioritizes people's well-being and growth. We offer a flexible and dynamic work environment that includes:

• A physical office in Cambridge, MA, with the option to work remotely and flexibly.
• A team of passionate and dedicated professionals who are committed to making a meaningful impact.
• A comprehensive range of employee benefits, including participation in a generous employee equity stock option program.
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment for all team members.

Compensation and Benefits

We offer a competitive hourly rate of $30-$40 per hour, depending on experience, as well as a range of benefits, including:

• Participation in a generous employee equity stock option program.
• A comprehensive range of employee benefits, including health, dental, and vision insurance.
• Opportunities for professional development and growth.
• A fun and dynamic work environment with a team of passionate and dedicated professionals.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional user experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Support Specialist, you will play a vital role in helping us achieve our mission to empower individuals to realize their full potential. Don't miss out on this chance to join a dynamic and mission-driven team and contribute to the success of our innovative platform.

Equal Opportunity Employer

blithequark is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to 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, and any other legally protected status under federal, state, or local anti-discrimination laws.