Customer Support Associate - Hybrid Role at blithequark: Transforming Customer Experience in Construction Software

Join the blithequark Customer Support Team: Elevating Customer Experience Globally

At blithequark, we're not just a company; we're a global community of innovators and problem solvers dedicated to transforming the construction software industry. With a presence in multiple offices around the world, our Customer Support Team is the backbone of our customer-centric approach, ensuring that our users receive the best possible experience across all our products. We're looking for a motivated and passionate individual to join our team as a Customer Support Associate, working in a hybrid environment that blends the flexibility of remote work with the collaborative spirit of in-office interactions.

About the Role: Customer Support Associate at blithequark

This role is pivotal in our mission to provide exceptional customer service, troubleshoot technical issues, and ensure that our customers have a seamless experience with our products. As a Customer Support Associate, you will be the frontline representative of blithequark, engaging with customers through various channels such as live chat, email, and phone. Your expertise and positive attitude will not only resolve customer queries but also contribute to the continuous improvement of our products and services.

Key Responsibilities:

• Provide top-notch customer support through live chat, email, and phone, addressing technical issues, product usage questions, onboarding processes, setup inquiries, and subscription-related concerns.
• Log technical issues and maintain accurate records of customer interactions, ensuring a comprehensive understanding of each issue and its resolution.
• Collaborate with cross-functional teams including Sales, Customer Success, Engineering, Customer Experience, and Finance to ensure quality interactions and promote the voice of the customer.
• Communicate effectively with Tier 2 technical teams and leadership to escalate important user concerns, customer sentiment, and product feedback.
• Participate in support-related projects that allow you to utilize your unique skill set and contribute to the improvement of our customer support team.
• Embody blithequark's core values, demonstrating courage, accountability, and a smart approach to achieving team goals such as CSAT, quality, productivity, and adherence.
• Foster a culture of continuous improvement, bringing forth innovative ideas and solutions to enhance customer experience and operational efficiency.

Minimum Qualifications: What We're Looking For

To excel in this role, you should have:

• A minimum of 1+ year of experience in a Customer Support role, preferably in a SaaS environment, with a proven track record of handling email, phone, and live chat support.
• A strong understanding of the nuances between technical troubleshooting and brute force approaches, with the ability to apply this knowledge to resolve customer issues effectively.
• Experience working with service indicators and using them to drive success for customers.
• Excellent verbal and written communication skills, coupled with composure and patience in handling customer inquiries.
• Previous experience in troubleshooting and supporting various platforms such as iOS, Android, Windows, and cloud-based software like Microsoft Suite and OneDrive.
• A collaborative and consultative work style, with a high level of integrity and accountability.
• The ability to juggle multiple tasks simultaneously, including customer interactions, resource utilization, and peer support, with a strong motivation to learn and grow.

Essential Skills and Competencies

To succeed as a Customer Support Associate at blithequark, you'll need:

• Strong technical skills, with the ability to troubleshoot complex issues and provide clear, concise solutions.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal teams.
• A customer-centric mindset, with a passion for delivering exceptional customer experiences.
• A proactive and solution-oriented approach, with a willingness to take ownership of customer issues and drive them to resolution.
• The ability to work in a fast-paced, dynamic environment, adapting to changing priorities and customer needs.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our team members. As a Customer Support Associate, you'll have access to:

• Comprehensive training programs designed to enhance your technical skills and customer support expertise.
• Opportunities for career advancement, with a clear path for progression within the customer support team or into other areas of the organization.
• A culture that encourages continuous learning and innovation, with resources and support to help you stay up-to-date with industry trends and best practices.

Work Environment and Company Culture

blithequark is a company that values diversity, equity, and inclusion, striving to create a workplace where everyone can thrive. Our hybrid work model offers the flexibility to work remotely while still being part of a collaborative and dynamic team environment. We're proud of our culture, which is built on the principles of courage, accountability, and a smart approach to achieving our goals.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes:

• A salary range of $48,300 to $78,100 for U.S.-based roles, depending on experience and geographic location.
• Annual cash bonuses and stock grants, providing opportunities for additional earnings and equity participation.
• A comprehensive benefits package, including health and financial benefits, time away, and everyday wellness programs.

Join Us: Shape the Future of Construction Software

If you're passionate about delivering exceptional customer experiences, are driven by a desire to learn and grow, and are excited about the prospect of being part of a global team that's transforming the construction software industry, we want to hear from you. Apply now to join blithequark as a Customer Support Associate and be part of a community that's shaping the future of how things are made.

At blithequark, we're not just looking for employees; we're looking for individuals who are ready to make a difference. If you're ready to be your whole, authentic self and do meaningful work that helps build a better future for all, we invite you to join our team.