Experienced Tier 1 Support Specialist – Remote Customer Service and Technical Support for Healthcare Solutions (Night Shift)

Introduction to blithequark

blithequark is a leading provider of innovative healthcare communication solutions, dedicated to accelerating the speed of care by optimizing provider schedules and dynamically routing messages to the right person at the right time. Our mission is to advance patient care and clinical workflows, and we have been recognized as one of the fastest-growing private companies in America, with an impressive 88% growth rate over the past three years. By joining our team, you will have the unique opportunity to contribute to our vision of providing optimal patient outcomes and faster patient care interventions.

About the Role

We are seeking a highly skilled and motivated Tier 1 Support Specialist to join our 24/7/365 support team. As a key member of our team, you will be responsible for providing exceptional technical support and customer service to our end-users, including physicians, nurses, and system administrators. This is a remote position, and we are currently hiring for night shifts. If you are a technical support rockstar with a passion for delivering outstanding customer experiences, we encourage you to apply.

Key Responsibilities

• Field incoming client communications via phone, chat, and our online customer portal
• Help end-users administer their blithequark applications
• Train end users on how best to use blithequark's phone, mobile, and web applications
• Own basic-to-advanced troubleshooting efforts related to message delivery and/or message content issues; identify root cause(s) and make the appropriate configuration changes to resolve the issue
• Consult, design, configure, and deploy custom applications leveraging best practices to meet workflow needs of blithequark's end users
• Build and revise new user accounts based on established standards and best practices
• Work with end-users and hospital IT personnel to troubleshoot mobile and web connectivity issues
• Collaborate with other blithequark teams, including customer success, integration, and technical teams, on escalated technical issues

Essential Qualifications

• Strong technical aptitude
• Excellent written and verbal communication skills
• Excellent analytical and troubleshooting skills
• Ability to work in a fast-paced environment and successfully prioritize competing tasks
• High customer empathy and exceptional customer service skills
• Access to high-speed internet
• Able to start on December 2, 2024
• Willingness and excitement to work evenings or overnights and/or weekends
• Ability to work one weekend day and some holidays

Preferred Qualifications

• Previous experience in a technical support or customer service role
• Familiarity with healthcare technology and clinical communications
• Experience with troubleshooting and resolving technical issues
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team

Skills and Competencies

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

• Strong technical skills, including proficiency in software applications and troubleshooting
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and colleagues
• Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues
• Ability to work in a fast-paced environment and prioritize competing tasks
• High customer empathy and exceptional customer service skills

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Tier 1 Support Specialist, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding and training program
• Ongoing training and development opportunities to enhance your technical and customer service skills
• Opportunities for career advancement and professional growth
• Collaborative and dynamic work environment

Work Environment and Company Culture

blithequark is a remote-first company, and we are committed to providing a flexible and supportive work environment that allows our employees to thrive. Our company culture is built on a range of values, including:

• A commitment to delivering exceptional customer experiences
• A focus on innovation and continuous improvement
• A collaborative and dynamic work environment
• A commitment to diversity, equity, and inclusion

Compensation, Perks, and Benefits

As a Tier 1 Support Specialist at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:

• Competitive hourly rate of $19/hour
• Comprehensive benefits package, including health, dental, vision, life, and disability insurance
• 401(k) plan with match and immediate vesting
• 17 company holidays, 2 floating holidays, and competitive paid time off policy
• Remote-first work environment
• Opportunities for career advancement and professional growth

Conclusion

If you are a motivated and skilled technical support professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Tier 1 Support Specialist, you will play a critical role in supporting our end-users and contributing to our mission of accelerating the speed of care. Don't miss out on this opportunity to join a dynamic and growing company and take your career to the next level.