Customer Support Specialist I – Delivering Exceptional Experiences for Vocational Counsellors and Their Clients

Are you passionate about providing top-notch support to customers and helping them overcome technical challenges? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to at blithequark as a Customer Support Specialist I. As a key member of our support team, you will play a vital role in delivering exceptional experiences for vocational counsellors and their clients, empowering them to succeed in their critical work. About blithequark blithequark is a leading provider of software solutions that make a meaningful difference in the lives of vocational counsellors and the individuals they serve. Since 1981, we have led the way in delivering cutting-edge, people-centered technology backed by exceptional customer service, technical support, and the highest standards of security and data compliance. Our commitment to an accessible future and empowering people with the tools they need to succeed drives everything we do. Our Story blithequark was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. What We Offer As a Customer Support Specialist I at blithequark, you will enjoy a dynamic and supportive work environment that fosters growth and development. Our remote work model allows you to work from anywhere in the US, providing the flexibility to balance your work and personal life. We offer a comprehensive benefits package, including: * Health Care Plan (Medical, Dental & Vision) * Retirement Plan (401k, IRA) * Life Insurance (Basic, Voluntary & AD&D) * Paid Time Off (Vacation, Sick & Public Holidays) * Work From Home * Wellness Resources * Short Term Disability Your Day-to-Day As a Customer Support Specialist I, your day will be filled with exciting challenges and opportunities to make a real difference in the lives of our customers. Here are some of the key responsibilities you will undertake: * Troubleshoot support issues of our proprietary case management system * Utilize internal and external tools to achieve a positive outcome for our customers * Assist on-premise and hosted customers in updating and maintaining their systems, including add-on products to meet federal reporting or accessibility requirements * Demonstrate the ability to adapt to an ever-changing software development life cycle, including modern technologies and requirements * Maintain quality case documentation, including formatting standards and styles * Maintain case movement expectations * Understand specifications and basic code reading skills * Depend on others for instruction, guidance, and direction * Communicate clearly for assigned duties both written and spoken * Provide timely updates on assigned work to relevant stakeholders Requirements To succeed in this role, you will need to possess the following skills and abilities: * Required to participate in daily scrums * Required to participate in weekly support triages * Required to participate in support training activities * Ability to collaborate with customers on issues and inquires with moderate supervision * Ability to work cases within contractual service level agreements * Ability to perform duties as a Project Implementation Support Assistant * Proficient in Microsoft Office; Word, Excel, PowerPoint, and Teams Preferred Education and Experience While a high school diploma or GED is required, we prefer candidates with an Associate Degree or equivalent years of experience. Two years of experience in customer support is also preferred, as is previous experience supporting a proprietary database software. Additionally, we look for candidates with: * Basic understanding of relational database management systems (RDBMS) * Basic understanding of the software development life cycle (SDLC) * Basic networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN * Basic understanding of Microsoft SQL Server to include creating basic select queries and reading stored procedures * Basic understanding of Microsoft Internet Information Server (IIS) * Basic understanding of analytics using Power BI or Tableau * Basic Programming Skills or Visual Studio experience * Familiarity with Vocational Rehabilitation Travel and Physical Requirements No travel is required for this role. However, you will need to be able to work in a remote environment and have the ability to lift up to 15 pounds at times. Affirmative Action and Equal Employment Opportunity blithequark is an Equal Opportunity Employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates of all backgrounds. If you are passionate about delivering exceptional support experiences and empowering vocational counsellors and their clients, we invite you to apply for this exciting opportunity. Please through our website at. We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.