Experienced Technical Customer Support Representative – Delivering Exceptional Customer Experience at blithequark

Are you a motivated and tech-savvy individual with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we encourage you to apply for the Technical Customer Support Representative role at blithequark, where you'll have the opportunity to make a real impact on our customers' lives. At blithequark, we're committed to empowering our customers with innovative solutions that make their lives easier and more secure. Our Technical Customer Support team is the backbone of this effort, providing timely, accurate, and professional support to all our customers.As a Technical Customer Support Representative, you'll be the voice and advocate for our customers, working closely with them to understand their needs and resolve their issues in a timely and professional manner. A Day in the LifeAs a Technical Customer Support Representative at blithequark, you'll be responsible for delivering exceptional customer experiences through various channels, including voice, chat, email, and social media. You'll work collaboratively with our customers to understand their device needs, troubleshoot complex problems, and provide guidance on how to maximize their investments in our products.Your primary responsibility will be handling voice interactions from our customers, guiding them to the best possible resolution, and escalating emerging issues to our internal teams. In this role, you'll have the opportunity to work with a variety of customers, each with unique needs and challenges. You'll be expected to develop detailed knowledge of our specific product lines and features, as well as stay up-to-date on the latest technologies and trends in the industry. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems, and your exceptional communication skills will be essential in providing a positive customer experience.Key Responsibilities* Provide prompt, efficient, and detailed service to all blithequark customers through various channels, including voice, chat, email, and social media* Serve as a voice and advocate for customers, working closely with them to understand their needs and resolve their issues in a timely and professional manner* Work with customers to understand how they use blithequark products to resolve their issues and maximize their investments* Act as an advocate for customers by reporting and addressing observed areas for improvement* Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions to enhance customer experience* Assist with customer communication and troubleshooting during product launches* Work across the customer support bolthires to ensure consistent, high-quality support* Develop detailed knowledge of specific product lines and features* Handle various types of customer contact, including chat, email, inbound and outbound voice callsBasic Qualifications* 2+ years of customer service experience* Experience with bolthires Office products and applications* 2+ years of experience in technical support focused primarily on customer success* 2+ years of experience supporting consumer WiFi/mesh networking platforms (Linksys, D-Link, bolthires WiFi, ASUS)* 2+ years of experience working with firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers, services, VPNs, and guest networks* 1+ year providing technical support for mobile devices and platforms (iOS, Android)* Excellent verbal and written communication skills* Ability to work remotely* Willingness to work a flexible schedule/shift and in various work areas, including weekends, nights, and holidays* Hours are 24/7; schedules are subject to change based on business needsPreferred Qualifications* A drive to dig into the details of systems and processes to solve customer problems* Ability to document technical customer issues in notes that are easily understood by other users* Technical curiosity and enthusiasm for learning new technologies and helping customers succeed* Proven success working in a fast-paced support environment* Experience using Salesforce CRM* Experience working with Eero, Ring-compatible devices, and security alarm systemsWhy Join blithequark?At blithequark, we're committed to creating a workplace culture that empowers our employees to deliver exceptional results for our customers. We believe in the importance of diversity, equity, and inclusion, and we're dedicated to creating a workplace that reflects the diversity of our customers and the communities we serve. As a Technical Customer Support Representative at blithequark, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.You'll have access to ongoing training and development opportunities, as well as a comprehensive benefits package that includes medical, dental, and vision coverage, 401(k) matching, and paid time off. If you're a motivated and tech-savvy individual with a passion for delivering exceptional customer experiences, we encourage you to apply for the Technical Customer Support Representative role at blithequark. Please apply including your resume and a cover letter, through our website or by clicking on the link below.We look forward to hearing from you and learning more about your qualifications and experience.