Experienced Customer Support Representative, Level 2 – Delivering Exceptional Technical Support and Customer Service in a Dynamic IT Environment

Introduction to blithequark

At blithequark, we are dedicated to providing top-notch technology modernization solutions, business and technology strategy, and cloud transformation initiatives to our clients. As a nationally recognized leader in the IT industry, we pride ourselves on delivering quality and excellence in everything we do. Our team of experts, with over 38 Microsoft certifications, is committed to helping our clients achieve their goals and succeed in today's fast-paced technological landscape.

The Value You'll Bring

As a Customer Support Representative, Level 2, at blithequark, you will play a vital role in our Managed Operations Center, providing superior customer service and technical support to our managed services clients. You will be the first point of contact for our clients, answering incoming help desk inquiries via phone and email, and creating tickets for each interaction using our Connectwise ticketing system. Your primary goal will be to resolve Level 1 tickets and escalate more complex issues to our Technical Support Specialists, ensuring timely and effective resolution of all client inquiries.

Key Responsibilities:

• Answer incoming help desk inquiries via phone and email, providing a positive first impression of blithequark
• Use entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry
• Create tickets for each interaction via Connectwise ticketing system and assign the ticket to the appropriate team member for resolution
• Monitor ticket boards for status and manage assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket's priority level
• Communicate technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients
• Document client communication and resolution efforts via internal ticketing system
• Maintain a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments
• Maintain compliance with all company policies and procedures

Requirements

To be successful in this role, you will need to have an associate's or bachelor's degree in computer science or a related field, plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization). Equivalent combinations of education and/or experience will be considered. You should also have a demonstrated ability to provide outgoing, enthusiastic customer service, strong organization and problem-solving skills, and excellent oral and written English communication skills.

Essential Qualifications:

• An associate's or bachelor's degree in computer science or a related field
• 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization)
• Demonstrated ability to provide outgoing, enthusiastic customer service
• Strong organization and problem-solving skills
• Excellent oral and written English communication skills
• Demonstrated integrity and the ability to maintain client confidentiality

Preferred Qualifications:

• Microsoft or other technical certifications
• Passion or interest in career progression in Information Technology Services
• Previous exposure to ticketing systems (Connectwise preferred)
• Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.)

Skills and Competencies

To excel in this role, you will need to have a strong foundation in technical support and customer service. You should be able to demonstrate entry-level technical skills, including basic troubleshooting of desktop, server/OS, and networking issues. You should also be able to communicate technical information clearly and effectively to clients, both verbally and in writing.

Technical Skills:

• Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization)
• Basic troubleshooting of desktop, server/OS, and networking issues
• Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.)

Soft Skills:

• Excellent customer service skills
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple responsibilities
• Demonstrated integrity and the ability to maintain client confidentiality

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development opportunities, including Microsoft certifications, to help you advance in your role and achieve your career goals. You will also have the opportunity to work with a talented team of IT professionals, learning from their expertise and experience.

Work Environment and Company Culture

Our company culture is built on a foundation of integrity, heart, innovation, and teamwork. We believe in fostering a diverse and inclusive work environment, where everyone feels valued and respected. We also believe in giving back to our community, partnering with non-profit organizations and supporting local initiatives.

Company Culture Highlights:

• Integrity: We demonstrate consistent, trustworthy behavior and do the right thing, even when no one is looking
• Heart: We show genuine care for our community, our customers, and our culture
• Innovation: We cultivate a diverse work environment and forward-thinking business, driven by creativity and collaboration
• Teamwork: We work together and support one another to achieve a clear, common goal

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a base wage range of $21.00 to $25.00 per hour, depending on experience. We also offer a range of perks and benefits, including PTO, 401k, holidays, medical, dental, and vision insurance, and more.

Compensation and Benefits Highlights:

• Base wage range: $21.00 to $25.00 per hour
• PTO: Earn up to 10 days in year 1, 15 days in year 2, and 20 days in years 3+
• 401k: Eligibility after 90 days, with a 50% match of your first 6% in contributions
• Holidays: 7 paid holidays per year, plus 1 floating holiday per year and 2 after 5 years of service
• Medical, dental, and vision insurance: blithequark pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan

Conclusion

If you are a motivated and customer-focused individual with a passion for technical support and customer service, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to delivering exceptional service to our clients and providing a supportive and inclusive work environment for our employees. Join our team today and take the first step towards a rewarding and challenging career in IT.