Experienced Tier 1 Customer Support Agent – Remote US Based Opportunity at blithequark

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark's dynamic Customer Support team as a Tier 1 Customer Support Agent. As a key member of our remote US-based team, you will play a vital role in providing top-notch support to our customers, ensuring their satisfaction, and driving business growth. About blithequarkblithequark is a leading provider of integrated software and financial solutions to a diverse range of communities and organizations.Our mission-critical tools empower our customers to manage and grow their communities, enhance member engagement, and better serve their constituents. With a strong commitment to innovation, customer satisfaction, and employee well-being, we strive to create a workplace where talented individuals can thrive and make a meaningful impact. Job SummaryAs a Tier 1 Customer Support Agent at blithequark, you will be responsible for providing front-line support to customers via phone and email. Your primary focus will be to address common customer issues, provide "how-to" support for SaaS product usage questions, and maintain established Service Level Objectives.You will also be responsible for identifying product problems and requests that require additional expertise or advanced troubleshooting, escalating those to the Tier 2 team after initial triage and collecting basic information. Key Responsibilities* Receive and respond to customer inquiries via phone and email in a timely and effective manner* Classify inquiries based on severity and priority, ensuring that critical issues are addressed promptly* Investigate and/or resolve inquiries according to knowledge base articles and other reference materials, providing clear explanations and solutions to customers* Log all incidents and manage ticket tracking system as per departmental standards, ensuring accurate and up-to-date records* Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 team, providing timely updates to customers and ensuring seamless handovers* Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached or an escalation is needed* Participate in providing support coverage on recognized holidays, ensuring that customers receive uninterrupted support* Assist with backup coverage for Tier 2 as needed, handling customer inquiries that are escalated by the Tier 1 support teamRequirements* High School Diploma or equivalent* At least 2 years of experience in a SaaS customer support role, with a proven track record of delivering exceptional support experiences* Excellent verbal and written communications skills, with the ability to articulate complex technical issues in a clear and concise manner* Outstanding interpersonal and customer care skills, capable of managing relationships while resolving technical issues with empathy and professionalism* Ability to multi-task in a fast-paced and constantly evolving environment, with a strong attention to detail and organizational skills* Experience with Jira and Zendesk highly preferred, but not requiredWhat We Offer* Competitive salary range of $40,000 - $45,000 USD per year, based on location, experience, and performance* Comprehensive employee benefits program, including:+ Medical, dental, and vision insurance options+ 100% Employer-paid short/long-term disability+ Basic Life+ 401(k) option with 100% company match up to 4%+ Flexible paid personal/vacation time built on mutual trust and accountability+ 10 sick days annually+ 10 company-paid holidays+ 6 weeks paid parental leave+ Pet Insurance+ Medical Travel Benefits+ Infertility Benefits+ Teladoc+ Employee Assistance Program+ Wellness Benefits & Engagement Platform* Opportunity to work with a dynamic and supportive team, committed to delivering exceptional support experiences and driving business growth* Professional development opportunities, including training, mentorship, and career growth* Flexible work arrangements, including remote work options and flexible hoursInclusion and Diversityblithequark is an Equal Employment Opportunity Employer, committed to building a diverse, inclusive, and authentic workplace.We value diverse backgrounds, experiences, and viewpoints, and do not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. If you are a motivated and customer-focused professional with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please apply including your resume and a cover letter, through our website: NoteWe are an equal opportunity employer and welcome applications from diverse candidates.If you don't meet every single qualification, but are excited about this role and believe you can make a meaningful contribution to our team, we encourage you to apply. We are committed to building a diverse and inclusive workplace, and look forward to reviewing your application.