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

As a Service Desk Specialist/Live Chat Agent at blithequark, you will play a vital role in providing Tier I support and customer assistance to our mobile application users. Your primary responsibilities will include troubleshooting, reproducing, reporting, and resolving issues in both iOS and Android operating systems. You will also be responsible for installing software on supported devices, following defined procedures and processes, and employing Incident Management procedures to enter tickets into our tracking system.

Key Responsibilities:

• Provide exceptional customer service and support to users of our mobile application, myColorado, via live chat and other communication channels.
• Troubleshoot, reproduce, report, and resolve technical issues in a timely and professional manner, ensuring minimal disruption to our users.
• Install software on supported devices, following established procedures and processes, to ensure seamless functionality.
• Utilize Incident Management procedures to enter tickets into our tracking system, ensuring accurate documentation and efficient issue resolution.
• Collaborate with internal teams, including development and operations, to resolve complex technical issues and improve the overall user experience.
• Stay up-to-date with the latest developments in mobile technology, including new devices, operating systems, and software applications.

Qualifications and Requirements

To be successful in this role, you will need to possess a combination of technical skills, customer service experience, and a passion for technology. The minimum qualifications for this position are:

Essential Qualifications:

• One year of professional experience in an occupational field related to mobile application support, or an Associate's degree from an accredited institution in a field of study related to Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.
• Strong technical skills, including experience with mobile operating systems, software applications, and diagnostic tools.
• Excellent communication and customer service skills, with the ability to provide clear and concise support to users via live chat and other communication channels.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple issues simultaneously.

Preferred Qualifications:

• Experience with Jira, ITIL Certification, Agile and scrum methodology, and government work experience are highly desirable.
• Familiarity with Apple and Google Play Store, as well as experience with a diverse range of mobile device makes and models, is also preferred.
• Additional education, training, or certification related to mobile application support, such as CompTIA A+ or equivalent, may be considered as a substitute for some of the required experience or education.

Skills and Competencies

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

Technical Skills:

• Strong understanding of mobile operating systems, including iOS and Android.
• Experience with software applications, including installation, configuration, and troubleshooting.
• Familiarity with diagnostic tools and techniques, including log analysis and debugging.

Soft Skills:

• Excellent communication and customer service skills, with the ability to provide clear and concise support to users.
• Strong problem-solving and analytical skills, with the ability to troubleshoot and resolve complex technical issues.
• Ability to work in a team environment, collaborating with internal teams to resolve issues and improve the user experience.

Career Growth and Learning Opportunities

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:

• Comprehensive training program, covering technical skills, customer service, and soft skills.
• Ongoing professional development, including workshops, webinars, and conferences.
• Opportunities for career advancement, including promotions and lateral moves within the company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a dynamic and distributed team, working together to deliver exceptional service and support to our users. Our company culture is built on values of:

• Collaboration and teamwork.
• Innovation and creativity.
• Customer focus and satisfaction.
• Continuous learning and improvement.

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 and bonus structure.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401(k) retirement plan and matching program.
• Flexible work arrangements, including remote work options and flexible hours.
• Access to cutting-edge technology and tools.
• Opportunities for professional development and career advancement.

Conclusion

If you are a motivated and tech-savvy individual, passionate about delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity at blithequark. As a Service Desk Specialist/Live Chat Agent, you will play a critical role in ensuring the smooth operation of our mobile application, myColorado, and will have the opportunity to grow and develop your skills and career in a dynamic and supportive environment. Apply now to join our team and take the first step towards an exciting and rewarding career at blithequark.