Experienced Full Stack Customer Support Specialist – Web & Cloud Application Development
Are you a customer-centric individual with a passion for innovation and a drive to continuously improve? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark's Customer Support team as a Senior Product Support Specialist.
About blithequark
blithequark is a leading provider of innovative solutions in the web and cloud application development space. Our mission is to empower businesses to succeed by delivering exceptional customer experiences. We're a team of passionate individuals who embody our core values: Client-Centric, Innovative, Zero Distractions, and Relax. We're committed to creating a work environment that fosters growth, collaboration, and fun.
Job Summary
As a Senior Product Support Specialist, you will be the face of blithequark's customer support team, working closely with clients to resolve their queries and provide exceptional support. You will be responsible for delivering a "human-first" experience through voice and written communications across various channels, including phone, email, chat, and our proprietary tools. If you're a problem-solver with a passion for technology and a drive to continuously improve, we want to hear from you.
Responsibilities
* Collaborate with clients to resolve their queries and provide exceptional support through various communication channels
- Develop a deep understanding of blithequark's products and services, both from a technical and client use-case perspective
- Identify opportunities to upsell and cross-sell blithequark's services to clients, driving revenue growth and client satisfaction
- Work closely with the leadership team to identify areas for process improvement and implement changes to enhance efficiency and client satisfaction
- Collaborate with peer colleagues across various teams, including Sales, Onboarding, Record Management, and Maintenance, to drive client engagement and retention
- Participate in training and development programs to enhance skills and knowledge, staying up-to-date with industry trends and best practices
What You Bring
* Client-Centricity: You're passionate about delivering exceptional customer experiences and have a deep understanding of the importance of client satisfaction
- Innovation: You're a creative problem-solver with a drive to continuously improve processes and services
- Ownership: You take ownership of your work and are accountable for delivering high-quality results
- Flexibility: You're adaptable and able to thrive in a fast-paced, dynamic environment with changing client needs and priorities
- Communication: You're an exceptional communicator with strong written and verbal skills, able to articulate complex ideas in a clear and concise manner
- Technical Skills: You have a solid understanding of fundamental web technologies, including HTML, CSS, JSON, and JavaScript, as well as experience working with various customer support platforms and tools
What You'll Do
* Collaborate with clients to resolve their queries and provide exceptional support through various communication channels
- Develop a deep understanding of blithequark's products and services, both from a technical and client use-case perspective
- Identify opportunities to upsell and cross-sell blithequark's services to clients, driving revenue growth and client satisfaction
- Work closely with the leadership team to identify areas for process improvement and implement changes to enhance efficiency and client satisfaction
- Collaborate with peer colleagues across various teams, including Sales, Onboarding, Record Management, and Maintenance, to drive client engagement and retention
- Participate in training and development programs to enhance skills and knowledge, staying up-to-date with industry trends and best practices
How You'll Be Evaluated
* Ticket Goal + Case Volume
- Consumer satisfaction + Quality of Client Communications
What Experience You Should Have
* 2 years of experience providing SaaS customer support to organizations with complex models where you've driven client satisfaction and growth
- Proven experience supporting multiple online software or SaaS products or IT experience
- Experience developing best practices for help quality and efficiency, possibly from having held a Subject Matter Expert (SME), Mentor, or Leadership role
- Ability to work independently and through uncertainty while contributing to a high-performing team
- Multiple instances of focusing on high-impact/ high-value work among competing needs or requests
- Knowledge of fundamental web technologies (e.g., HTML, CSS, JSON, JavaScript)
- Familiarity with exploring and working with various customer support platforms and tools (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.)
Pay & Benefits
* 401k Retirement plan
- Excellent clinical, dental, vision, and parental leave benefits
- Open and transparent culture
- Fantastic opportunities for career growth and progression
- On-site gym at our HQ with local professional trainers
- Every other week free lunch nearby in the office, monthly blithequark credit if you're remote
- Unlimited PTO (Due to the nature of this work, collaboration with your manager and colleagues will be essential to ensure proper client inclusion is established)
- Loads of Loot!
If you're a motivated and customer-centric individual with a passion for innovation and a drive to continuously improve, we invite you to join our team as a Senior Product Support Specialist. Apply now and take the first step towards a rewarding career with blithequark! Apply for this job