Experienced Customer Support Specialist – Delivering Exceptional Client Service and Technical Support in a Dynamic SaaS Environment

Introduction to blithequark

blithequark is a pioneering provider of subsidy management software-as-a-service (SaaS) solutions, catering to state agencies, Head Start programs, and child care providers. Our vision is to create a world where all families, regardless of their income level, have access to high-quality child care. With hundreds of agencies relying on our applications via the cloud or mobile devices, we strive to streamline operations, ensure compliance with government regulations, and meet the needs of the families we serve. At blithequark, we are committed to making a positive impact on the lives of children and families, and we are seeking a dedicated Customer Support Specialist to join our team.

About the Role

As a Customer Support Specialist at blithequark, you will play a vital role in delivering high-quality, first-line client service and technical support via telephone, email, chat, and personal interaction. We are looking for enthusiastic and customer-focused individuals who are passionate about providing exceptional support to our clients. This position requires strong attention to detail, excellent communication skills, and a customer-centric mindset. Our Support Center operates from 7am-1am EST, and we are seeking candidates who can work flexible shifts during these times.

Key Responsibilities

• Answering telephone calls, emails, and chats in a fast-paced call center environment, ensuring prompt and professional responses to client inquiries
• Accurately documenting and processing customer claims in appropriate systems, maintaining attention to detail and ensuring data accuracy
• Following all required scripts, policies, and procedures, adhering to blithequark's standards and guidelines
• Complying with requirements surrounding confidential information and personal information, upholding the highest level of data security and confidentiality
• Appropriately escalating customer issues to management, ensuring timely and effective resolution of complex issues
• Utilizing knowledge base and training to answer customer questions accurately, staying up-to-date with the latest product information and industry developments
• Training end-users on how to use blithequark's software products and systems, providing clear and concise instructions and support
• Helping to meet customer Service Level Agreements (SLAs), ensuring high levels of customer satisfaction and loyalty
• Attending meetings and training sessions, reviewing new training material to stay current with changes and updates
• Ensuring first call resolution through problem-solving and effective call handling, minimizing the need for follow-up calls and ensuring efficient issue resolution
• Occasional travel may be required (for conferences or to visit customer sites), providing opportunities for professional development and networking
• Occasional on-call or overtime evening hours may be required, as well as occasional weekend hours, depending on the needs of our clients
• This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions, ensuring a productive and distraction-free work environment

Who We're Looking For

The ideal candidate will possess a unique blend of technical, interpersonal, and problem-solving skills, with a strong passion for delivering exceptional customer support. We are seeking individuals who are:

• Bilingual, with excellent written and verbal communication skills, able to communicate effectively with clients from diverse backgrounds
• Experienced in working in a support center, preferably in a SaaS environment, with a deep understanding of customer support principles and practices
• Familiar with the childcare industry, preferably with experience within a subsidized childcare program, bringing valuable insights and knowledge to the role
• Proficient in using blithequark's software, with a strong understanding of our products and services, able to provide expert support and guidance to clients
• Strong interpersonal, writing, and verbal communication skills, able to build rapport with clients and provide clear and concise support
• Excellent troubleshooting skills, able to analyze complex issues and provide effective solutions, ensuring prompt and efficient issue resolution
• A team player, able to work collaboratively with colleagues to achieve common goals and objectives, fostering a positive and supportive team culture
• Experienced in customer handling skills, with a strong focus on providing exceptional customer support and ensuring high levels of customer satisfaction
• Familiar with CRMs, with experience in using customer relationship management systems to track and manage client interactions
• Proficient in Microsoft Word, Outlook, and Excel, with excellent technical skills and ability to learn new systems and software
• Able to travel locally/nationally for up to a week at a time, providing opportunities for professional development and networking

What We Offer

At blithequark, we are committed to providing a supportive and inclusive work environment, with a range of benefits and perks to help our employees thrive. These include:

• The ability to work from anywhere in the United States, providing flexibility and autonomy to work in a way that suits your needs and preferences
• Competitive starting pay, with opportunities for growth and development, recognizing and rewarding your contributions and achievements
• A comprehensive benefits package, including health, vision, and dental insurance, starting the first of the month after your start date, ensuring your physical and mental well-being
• A 401(k) retirement plan, with company match, helping you plan for your future and secure your financial well-being
• Paid company holidays and generous PTO, providing opportunities for rest and relaxation, and time to pursue your interests and passions
• A friendly, supportive, and adventurous environment, with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families, fostering a sense of community and camaraderie

Diversity and Inclusion

blithequark is committed to diversity and equal opportunity, embracing the unique perspectives and experiences that each employee brings to the table. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We believe that our diversity is our strength, and we are dedicated to creating an inclusive and welcoming work environment for all employees.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, outlining your experience, skills, and qualifications for the role. We look forward to hearing from you and exploring how you can contribute to the blithequark team.

Conclusion

At blithequark, we are dedicated to making a positive impact on the lives of children and families, and we are seeking a talented and dedicated Customer Support Specialist to join our team. If you are a customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. With a range of benefits, perks, and opportunities for growth and development, we offer a supportive and inclusive work environment that will help you thrive. Join our team and be part of a dynamic and innovative organization that is shaping the future of the childcare industry.