Experienced Tier 2 Customer Support Analyst – Delivering Exceptional Service and Building Customer Trust through Multi-Channel Support

Introduction to blithequark

At blithequark, we're pioneering innovative technology to revolutionize the way people work. Our cutting-edge expense management solution is designed to simplify the work experience, offering three significant advantages: eliminating expense reporting for employees, drastically reducing expense processing time for the finance department, and providing real-time reporting and insights to drive cost savings, analyze trends, and meet budget targets. Our team at blithequark is built on a foundation of shared values, including a passion for innovation, a deep commitment to the customer, integrity, and operating with care and respect for one another.

About the Role

We're seeking an experienced and dedicated Tier 2 Customer Support Analyst to join our team. As a Tier 2 Customer Support Analyst at blithequark, you will be 100% focused on delivering exceptional service to our customers and building their trust through every interaction. You will engage with our customers via multiple channels, including phone, video, chat, email, and case notifications. We're looking for an empathetic and results-driven professional who is passionate about listening to our customers and resolving their issues in a timely and efficient manner.

Key Responsibilities

• Field incoming requests and system events from users, providing prompt and effective support
• Engage with customers through various channels, including phone, email, chat, and case response, to resolve issues and build trust
• Actively listen to customer needs related to incidents or issues, troubleshoot to determine the root cause of the problem, and develop and introduce solutions
• Maintain detailed notes and documentation for each support incident in the ticketing system, ensuring accurate and up-to-date records
• Internally escalate issues to other departments (Product, Engineering, or Account Management) when necessary, to ensure timely and effective resolution
• Be an advocate for the customer, building a sense of trust and delivering exceptional service in every interaction
• Partner with internal and external parties to find solutions for customers, collaborating to resolve issues and improve the overall customer experience
• Assist customers in implementing solutions, providing guidance and support to ensure successful outcomes
• Meet all Service Level Agreements (SLAs) in a timely manner, demonstrating a self-driven mindset and delivering on promises to customers
• Provide exemplary customer service, presenting complex ideas in a clear and professional manner, both written and verbal
• Identify customer needs using common characteristics, use cases, and best practices, demonstrating empathy and responsibility
• Assist in building a scalable Support organization, contributing to the development of processes and documents for onboarding new Support Analysts
• Create, edit, and publish knowledge base articles that cover common requests and solutions, sharing expertise and improving the overall customer experience
• Partner with the Product/Engineering team to suggest product and process enhancements for known issues or high-volume requests, driving continuous improvement
• Be creative with workarounds and best practices, based on limitations of the product, to deliver effective solutions for customers

Essential Qualifications

• Bachelor's degree in Business or Information Technology, or equivalent work experience
• Minimum 3+ years of multi-channel service/support experience, with a proven track record of delivering exceptional customer service
• Effective oral and written communication skills, with the ability to present complex ideas in a clear and professional manner
• Strong troubleshooting skills, with the ability to analyze issues and develop effective solutions
• Knowledge of cloud products and services, with experience working with cloud-based solutions
• Proficient in the use of Microsoft Office suite of software, with excellent technical skills
• Able to multi-task and effectively manage competing priorities, with a strong sense of urgency and accountability
• Credit Card/Payment experience is a plus, with knowledge of payment processing and expense management

Preferred Qualifications

• Experience working in a fast-paced, dynamic environment, with a proven ability to adapt to changing circumstances
• Strong analytical and problem-solving skills, with the ability to analyze complex issues and develop effective solutions
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues
• Experience working with cloud-based expense management solutions, with knowledge of payment processing and expense reporting
• Strong technical skills, with experience working with cloud-based products and services

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Tier 2 Customer Support Analyst, you'll have the opportunity to work with a talented team of professionals, learning from their expertise and experience. You'll also have access to training and development programs, designed to help you build new skills and advance in your career. With a strong focus on innovation and customer satisfaction, you'll be part of a team that is shaping the future of expense management and payment processing.

Work Environment and Company Culture

At blithequark, we're proud of our company culture, which is built on a foundation of shared values, including a passion for innovation, a deep commitment to the customer, integrity, and operating with care and respect for one another. We're a distributed workforce, with two amazing workspaces in Bellevue, WA and Minneapolis, MN, and a strong focus on collaboration and teamwork. Our team is intellectually curious, with a high degree of personal ownership and accountability, and a strong sense of camaraderie and fun.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary range of $65,000 - $72,500 per year, plus up to 8% bonus and equity. You'll also have access to a range of perks and benefits, including a Self-Managed PTO plan, 9 Paid Holidays, Paid Parental Leave, Commuter Stipend, and comprehensive health benefits, including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter, and 401(k). With a strong focus on work-life balance and employee well-being, you'll be part of a team that values your contributions and supports your growth and development.

Conclusion

If you're a motivated and customer-focused professional, looking for a challenging and rewarding role with a innovative and fast-growing company, we encourage you to apply for the Tier 2 Customer Support Analyst position at blithequark. With a strong focus on customer satisfaction, innovation, and teamwork, you'll be part of a team that is shaping the future of expense management and payment processing. Apply now to join our talented team and take the first step in an exciting and rewarding career with blithequark.