Experienced Customer Support Specialist II – Delivering Exceptional Client Experiences through Expert Guidance and Effective Solutions

Introduction to blithequark

At blithequark, we pride ourselves on being a company that prioritizes customer satisfaction above all else. Our mission is to provide outstanding support throughout all sales and after-sales processes, ensuring that our clients receive the best possible experience when interacting with our products and services. As a key player in the industry, we recognize the importance of having a skilled and dedicated customer support team that can address client inquiries, offer effective solutions, and provide expert guidance on our product features and functionalities.

Job Overview

We are seeking an experienced Customer Support Specialist II to join our team at blithequark. As a Customer Support Specialist II, you will be responsible for efficiently addressing customer inquiries, offering effective solutions, and providing expert guidance to product users regarding features and functionalities. You will be the primary point of contact for a designated portfolio of clients, serving as the liaison between the customer support team, management, and clients to enhance service quality and boost business productivity.

Key Responsibilities

• Proactively manage an allocated client portfolio to guarantee an exceptional customer experience, establishing and nurturing client relationships through regular check-ins and profile analysis.
• Ensure a complete client onboarding process, including user setup, notification preference, preliminary training, and confirmation that systems were installed correctly.
• Respond promptly and accurately to customer inquiries via phone, email, or chat channels, identifying and addressing customer needs, and guiding them in utilizing specific product features effectively.
• Effectively guide clients and team members through basic to intermediate troubleshooting procedures, accepting and responding to escalated calls from Customer Support Specialist I.
• Conduct comprehensive analysis to detect and report product malfunctions, including testing various scenarios or simulating user experiences.
• Create, maintain, and update internal databases with relevant customer information as required, proactively performing simple analysis on client data to look for trends and provide training, assistance, recommendations, and solutions.
• Export client data to external programs to present to management and/or clients as needed, collaborating with team members by sharing feature requests and suggesting effective workarounds for common to advanced issues.
• Proactively inform customers about new product features and functionalities, ensuring they stay updated, and follow up with customers to confirm resolution of their issues and satisfaction with the provided solutions.
• Serve as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity, coordinating with the Account Management team to guarantee the satisfaction of our current clients with our products and services.
• Collaborate with the Channel Partner department to schedule repairs and warranty work efficiently, participating in internal meetings to discuss client status and trends, and brainstorming ideas on how to improve the client experience.

Essential Qualifications

To be successful in this role, you will need to possess comprehensive knowledge of CRM systems and their functionality, as well as exceptional knowledge of VivoPoint systems and its functionality. You should be proficient in utilizing computer systems and adept at navigating various software programs efficiently. Additionally, you should have outstanding customer service skills, encompassing expertise in de-escalation techniques to effectively manage and resolve customer concerns.

Preferred Qualifications

While not required, it is preferred that you have experience using help desk software and remote support tools, as well as experience using computer software programs such as GSuite and/or MS Office. Experience using CRM systems such as HubSpot and NetSuite is also preferred but not required. A CPO license is required within the first 30 days of employment, and the ability to effectively communicate in English is essential. The ability to communicate in a second language is a plus.

Skill and Competency Requirements

To excel in this role, you will need to possess exceptional communication skills, both written and verbal, as well as strong problem-solving abilities, with a demonstrated capacity to exhibit patience when addressing challenging cases. You should have strong organizational abilities, enabling effective time management and successful multitasking, as well as a detail-oriented approach with a commitment to maintaining accurate records and documentation. A collaborative mindset and the ability to thrive in a dynamic and fast-paced work environment are also essential.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Customer Support Specialist II, you will have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to training and development programs, as well as opportunities to advance your career within the company.

Work Environment and Company Culture

Our work environment is dynamic and fast-paced, with a focus on collaboration and teamwork. We prioritize open communication, transparency, and feedback, and we encourage our employees to share their ideas and suggestions for improving our processes and services. At blithequark, we value diversity, equity, and inclusion, and we strive to create a workplace culture that is welcoming and inclusive to all employees.

Compensation, Perks, and Benefits

We offer a competitive hourly salary of $21-$25 per hour, as well as a range of perks and benefits, including opportunities for professional development and growth, a collaborative and dynamic work environment, and a comprehensive benefits package.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for the Customer Support Specialist II role at blithequark. As a key member of our customer support team, you will have the opportunity to make a real difference in the lives of our clients, while also advancing your career and developing your skills and expertise. Don't miss out on this exciting opportunity to join a talented team of professionals who are dedicated to delivering outstanding customer support – apply today!