Experienced Service Desk Specialist and Live Chat Agent for Mobile Application Support – Remote Opportunity in Colorado

Introduction to blithequark

At blithequark, we are passionate about harnessing the power of technology to make a positive impact on people's lives. As a leader in our industry, we are committed to delivering exceptional service and support to our users. We are now seeking a highly skilled and motivated Service Desk Specialist/Live Chat Agent to join our team, providing critical assistance to ensure the smooth operation of our mobile application, myColorado. If you are passionate about technology, enjoy working in a fast-paced environment, and are dedicated to helping others, we encourage you to apply for this exciting opportunity.

Job Overview

This is a remote position, allowing you to work from anywhere in Colorado. As a Service Desk Specialist/Live Chat Agent, you will be responsible for providing Tier I support and customer assistance for our mobile application, utilizing chat tools and following our standard operating procedures. You will be an integral part of our team, working closely with our users to troubleshoot and resolve issues, and ensuring that our application runs smoothly and efficiently.

Key Responsibilities

• Provide Tier I support and customer assistance for our mobile application, responding to user inquiries and resolving issues in a timely and professional manner.
• Troubleshoot, reproduce, report, and resolve problems in both iOS and Android operating systems, using diagnostic tools and knowledge of diverse range of mobile device makes and models.
• Install our software on supported devices, following defined procedures, processes, and methods.
• Employ Incident Management procedures to enter tickets into our required tracking system, ensuring that all issues are properly documented and resolved.
• Collaborate with our team to identify and implement process improvements, ensuring that our support services are always of the highest quality.

Qualifications and Requirements

To be successful in this role, you will need to have a strong foundation in mobile application support, as well as excellent communication and problem-solving skills. The minimum qualifications for this position are:

• One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.
• OR an Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.

In addition to these minimum qualifications, we also consider substitutions, including:

• Additional, appropriate paid or unpaid experience, which will substitute for the required education on a year-for-year basis.
• Additional appropriate education, which will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
• Training or Certification related to the work assigned to the position, which will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Jira experience, with knowledge of how to use this tool to track and manage issues.
• ITIL Certification, demonstrating your understanding of IT service management best practices.
• Agile and scrum methodology experience, with knowledge of how to work in a fast-paced, iterative environment.
• Government work experience, with understanding of the unique challenges and requirements of working in this sector.
• Apple and Google Play Store experience, with knowledge of how to publish and manage mobile applications.
• Use of diagnostic tools and knowledge of diverse range of mobile device makes and models, with ability to troubleshoot and resolve issues quickly and efficiently.

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Technical skills: Proficiency in mobile application support, with knowledge of iOS and Android operating systems, and experience with diagnostic tools and mobile device management.
• Communication skills: Excellent written and verbal communication skills, with ability to clearly and concisely communicate technical information to non-technical users.
• Problem-solving skills: Strong problem-solving skills, with ability to troubleshoot and resolve complex technical issues quickly and efficiently.
• Collaboration skills: Ability to work collaboratively with our team, including other support staff, developers, and managers.
• Adaptability: Ability to adapt to changing priorities and deadlines, with flexibility to work in a fast-paced environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Service Desk Specialist/Live Chat Agent, you will have access to a range of training and development opportunities, including:

• Professional development: Opportunities to attend conferences, workshops, and training sessions to enhance your technical skills and knowledge.
• Mentorship: Mentorship from experienced staff, with guidance and support to help you achieve your career goals.
• Career advancement: Opportunities for career advancement, with potential to move into more senior roles or specialize in a particular area of interest.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. As a remote employee, you will be part of a distributed team, with opportunities to collaborate and connect with colleagues from across the state. Our company culture is built on values of:

• Respect: Respect for our users, our colleagues, and our community.
• Integrity: Integrity in all our interactions, with commitment to honesty, transparency, and accountability.
• Innovation: Innovation and creativity, with encouragement to try new approaches and solutions.
• Collaboration: Collaboration and teamwork, with recognition that our collective efforts are greater than the sum of our individual contributions.

Compensation, Perks, and Benefits

As a Service Desk Specialist/Live Chat Agent at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive salary: A competitive salary, with recognition of your skills and experience.
• Comprehensive benefits: Comprehensive benefits, including health, dental, and vision insurance, as well as retirement savings and paid time off.
• Professional development opportunities: Opportunities for professional development, including training, mentorship, and career advancement.
• Flexible work arrangements: Flexible work arrangements, including remote work options and flexible hours.

Conclusion

If you are a motivated and skilled Service Desk Specialist/Live Chat Agent, with a passion for technology and helping others, we encourage you to apply for this exciting opportunity. As a member of our team, you will have the chance to make a real difference in the lives of our users, while also developing your skills and advancing your career. Don't miss out on this chance to join our dynamic and supportive team – apply today to become a part of blithequark!