Experienced Customer Service Administrator for Remote Digital Services Support at blithequark

Join the blithequark Team as a Customer Service Administrator: Elevating Digital Support Excellence

Are you a customer-centric professional with a passion for understanding user needs and delivering tailored solutions? Do you thrive in environments where no two challenges are the same, and you're empowered to think creatively and act decisively? If so, blithequark is seeking a highly skilled and proactive Customer Service Administrator (CSA) to join our dynamic Digital Services Support Team (DSST) on a remote basis.

About blithequark and the Role

At blithequark, we're dedicated to providing top-tier digital services that meet the evolving needs of our clients across various sectors, including government agencies and external customers. Our DSST is the backbone of our customer support operations, ensuring that our clients receive timely, accurate, and effective support. As a CSA, you will be the pivotal point of contact for new service requests and help requests, guiding each inquiry from initial query through to successful resolution.

This role is more than a traditional help desk position; it's an opportunity to be an integral part of a high-functioning team that is committed to enhancing customer satisfaction and supporting our digital products. Your ability to communicate effectively with diverse audiences, manage multiple work streams, and engage with decision-makers and subject matter experts will be crucial in driving success.

Key Responsibilities

• Customer Support:
  • Manage all customer inquiries via tickets, email, chat, and phone regarding digital products and services.
  • Provide timely and accurate information for all support requests, escalating requests as necessary.
  • Manage workorder and incident tickets within our ticketing system, triaging, routing, and guiding tickets to the appropriate teams.
  • Collaborate with DSST business analysts and project managers to understand client needs and set expectations throughout the support process.
• Feedback Integration:
  • Gather, document, and analyze customer feedback related to digital support requests.
  • Relay insights and suggestions for product improvements to the digital support team.
  • Continually improve service and support delivery based on customer feedback.
• Documentation Management:
  • Maintain up-to-date records of customer interactions and resolutions.
  • Develop and update user guides and other customer support documentation.
• Cross-Functional Collaboration:
  • Work closely with UX/UI designers, developers, and product managers to ensure customer-centric design, functionality, accessibility, and branding standards.
  • Participate in meetings to provide customer perspectives and influence product development.
• Reporting and Analytics:
  • Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction.
  • Prepare reports on customer service trends and feedback for management review.
• Process Improvement:
  • Identify areas for improvement in customer service processes and digital product functionalities.
  • Collaborate with teams to implement solutions that enhance the customer experience.

Qualifications and Skills

To excel in this role, you should possess:

• A Bachelor's degree in business, communications, or a related field.
• At least 5 years of experience in help desk or customer service and support within the technology space.
• Experience with project management methodologies such as Agile, Waterfall, Scrum, or Kanban.
• Familiarity with digital products and services, as well as experience working within diverse cross-functional teams.
• Excellent verbal and written communication skills, with the ability to communicate effectively with diverse audiences.
• Strong problem-solving abilities with attention to detail, alongside strong organizational and multitasking skills.
• Proficiency in Microsoft Office Suite and experience with customer support tools and project management tools like Jira and Confluence.
• The ability to manage multiple support tickets concurrently across various channels and maintain strict confidentiality.

Preferred qualifications include experience with component-based content management systems like Sitecore and familiarity with the public sector (Municipal, State, Federal government).

What We Offer

At blithequark, we are committed to fostering a work environment that is collaborative, innovative, and supportive. As a remote member of our team, you will enjoy:

• A flexible work arrangement that allows you to work from anywhere.
• Opportunities for career growth and professional development.
• A comprehensive compensation package and benefits.
• A culture that values work-life balance and employee well-being.
• Access to cutting-edge technologies and tools.

Why Join blithequark?

By joining blithequark, you will become part of a team that is passionate about delivering exceptional digital services and support. You will have the opportunity to make a meaningful impact on our clients and contribute to the evolution of our products and services. Our commitment to innovation, customer satisfaction, and employee development makes us an exciting place to build your career.

If you're a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply for the Customer Service Administrator position at blithequark. Join our team and be part of shaping the future of digital services support.

Ready to Apply?

If you are excited about this opportunity and believe you have the skills and experience we're looking for, please don't hesitate to apply. We look forward to hearing from you and discussing how you can contribute to our mission at blithequark.