Experienced Tier 2 Customer Care Representative – Delivering Exceptional Support Experiences at blithequark

Are you a problem-solver with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two issues are ever the same? If so, we invite you to join our dynamic Tier 2 Customer Care Team at blithequark, where you'll play a vital role in ensuring our customers receive the highest level of support and satisfaction. About blithequarkAs a leading innovator in the industry, blithequark is dedicated to pushing the boundaries of what's possible. Our commitment to excellence is reflected in our cutting-edge products and services, which empower our customers to achieve their goals and realize their full potential.At blithequark, we believe that our people are our greatest asset, and we're always looking for talented individuals who share our passion for delivering exceptional experiences. Key ResponsibilitiesAs a Tier 2 Customer Care Team Member at blithequark, you'll be responsible for providing top-notch support to our customers via phone, chat, SMS, email, and social media. Your primary objectives will be to:* Handle customer service and technical support for product-related inquiries with empathy and patience* Acquire customer and issue-related information to input into our CRM database* Ask probing questions and use critical thinking to determine the root cause of an issue* Utilize all appropriate troubleshooting steps to resolve the issue* Work as a consultative partner to your customer, building rapport and providing direction* Provide optimal customer experience by effectively resolving customer issues in a timely manner* Clearly document the caller's inquiry, troubleshooting steps taken, and resolution* Compose professionally written emails and responses for digital channels* Professionally and effectively defuse difficult situations over the phone and other support channelsRequirementsTo succeed in this role, you'll need to possess the following skills and qualifications:* Ability to travel to and from onsite location for work (occasionally)* Strong customer service skills, with a focus on empathy and patience* Analytical thinking and problem-solving skills, with the ability to think critically and outside the box* Familiarity with everyday computer tasks, internet navigation, and basic research* Fundamental writing skills, including basic spelling and grammar usage* Ability to perform repetitive tasks and remain seated for long periods of time* Some experience with an environment that includes interaction with customers (retail, call center, hospitality)* Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct, never using jargon or slang* Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously* Proficiency in Word, Excel, Teams, and Outlook* Experience troubleshooting with iOS (iPhone/iPad/TV), Android (Mobile/Tablet/TV), gaming consoles, dedicated streaming devices (Firestick/Roku/bolthires TV), and troubleshooting network connectivity issuesPreferred QualificationsWhile not required, the following qualifications would be a plus:* Previous experience in a customer-facing role, particularly in a technical support environment* Familiarity with CRM software and database management* Experience working in a fast-paced, dynamic environment* Certification in customer service or technical supportWhat We OfferAt blithequark, we believe in taking care of our employees, which is why we offer a comprehensive benefits package that includes:* Group Health and Wellness (Medical, Dental, and Vision)* Health Savings Account (HSA)* Educational Assistance* Voluntary plans, including critical illness, accident, and hospitalization* 401k plan with Company Match and Roth contributions | Immediate vesting* Pet Insurance, free legal services, employee discount programs, and more…Equal Opportunity Employerblithequark is an equal opportunity employer, committed to diversity and inclusion in the workplace.We welcome applications from qualified candidates of all backgrounds and perspectives. If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please apply including your resume and a cover letter, to. We look forward to hearing from you! At blithequark, we're not just looking for employees – we're building a community of passionate, dedicated professionals who share our vision for delivering exceptional experiences.If you're ready to take your career to the next level and join a dynamic team that's shaping the future of our industry, we invite you to.