Experienced Full Stack Customer Support Specialist – Policy and Online Learning Solutions

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of first responders and public servants? Do you have a knack for troubleshooting technical issues and providing top-notch support? If so, we invite you to join our dynamic team at blithequark as a Full Stack Customer Support Specialist – Policy and Online Learning Solutions.

About blithequark

At blithequark, we're on a mission to create safer communities and empower the individuals on the front lines with market-leading content and technology. Our team of experts works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today's challenges and keep first responders coming home safely at the end of each shift. As a Full Stack Customer Support Specialist, you'll play a critical role in delivering exceptional support to our customers, helping them navigate our online learning solutions and policy management platforms.

The Role

As a Full Stack Customer Support Specialist, you'll be responsible for providing responsive support to first responder clients via phone, email, and chat. You'll troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. You'll also take ownership of software incident management, working closely with our development team to resolve issues and improve platform performance.

Key Responsibilities

* Manage large amounts of inbound and outbound calls in a timely manner

• Take appropriate steps to bring any open support cases to resolution in a timely manner
• Help customers troubleshoot issues they encounter while using our platform and provide tips to resolve the problem
• Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps
• Keep records of all conversations and resolved cases in our call CRM system in a comprehensible way
• Frequently attend Product Update calls to improve knowledge and performance level
• Improve platform performance by identifying problems & recommending changes

Requirements

To be considered for this role, you'll need:

• 2 years of experience in software or SaaS technical support or a related customer support field
• Minimum of one year of Salesforce experience
• Professional verbal and written communication skills
• Ability to provide superior customer service
• Desire to grow within the company
• Work well in a team environment
• GED/High School Diploma
• Good job stability

Preferred Experience

* Experience with a content management platform: you have provided customer support for a content management platform

• First responder experience or background working with first responders or working in the first responder software industry is a definite plus

Target Outcomes/Target Results

* Improve customer experience

• 10-20 customer issues resolved on a daily basis
• Maintain an exceptional customer satisfaction (CSAT) score
• Minimize average handle time
• Maximize first call resolution percentage

Employee Value Proposition

At blithequark, we're committed to staff growth and development, and we're looking to scale the impact of our work on the audience, as well as the company. Our leadership team and company culture hold and exemplify values of:

• Integrity
• Service
• Innovation
• Collaboration
• Empowerment
• Ownership

We offer a comprehensive benefits package, including:

• Health Insurance
• Education benefits
• 401k
• Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc.
• A collaborative and mission-driven work environment
• Opportunity to be a change agent in a continually evolving company

The Environment

Our team is highly productive and works with urgency every day to serve the needs of public safety professionals. Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team. We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another, and are dedicated to each member of the team maximizing their potential.

Compensation and Benefits

We offer a competitive base salary, monthly, quarterly, or annual incentive, and a comprehensive benefits package, including 401(k) with Company match and a flexible paid time off plan.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of first responders and public servants, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer (EOE) and is committed to diversity, equity, and inclusion in the workplace. We welcome applications from diverse candidates and are proud to be an inclusive and supportive work environment. Apply for this job