Technical Customer Service Representative (Remote) - Delivering Exceptional Customer Experiences with Empathy and Expertise

Are you a customer service enthusiast with a passion for delivering world-class experiences? Do you thrive in a fast-paced, dynamic environment where no two interactions are the same? If so, we invite you to join blithequark, a certified B-Corp and women-owned corporation, as a Technical Customer Service Representative. In this role, you'll have the opportunity to make a meaningful impact on our clients' customers, leveraging your technical expertise and empathetic nature to provide personalized support and solutions.About blithequarkAt blithequark, we're committed to team member happiness and believe that brand loyalty is earned with every customer interaction. Our core values are central to how we do business, and we're passionate about delivering "more human" customer service. We've partnered with some of the world's best iconic brands to provide an elevated customer experience, and we're looking for talented individuals like you to. Job SummaryAs a Technical Customer Service Representative, you'll be responsible for providing exceptional customer support and technical assistance to our clients' customers via phone, email, and chat.You'll be the face of our brand, representing a diverse lineup of products and brands committed to customer service excellence. Your primary focus will be on providing best-in-class customer service, utilizing critical thinking skills to analyze information, troubleshoot product and related support, and diagnose and resolve issues following best practices and guidelines. Key Responsibilities* Handle customer requests and interactions on behalf of blithequark clients via phone, chat, and email, with phone as the primary focus and channel* Represent a diverse lineup of products and brands committed to customer service excellence, with a high level of expertise, positive energy, and a can-do spirit* Create positive customer touchpoints via phone, chat, email, and SMS using a friendly, respectful, and professional tone, while exhibiting genuine empathy* Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support, diagnose and resolve issues following best practices and guidelines* Assist with device installation, app setup, and configuration* Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration, and escalating complex problems to higher support levels when necessary* Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies* Meet performance metrics, including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.Essential Qualifications* 1+ years of demonstrated experience and success in customer service* High School diploma or equivalent* Technical proficiency in problem-solving and troubleshooting, with a working knowledge of desktop platforms and mobile devices, and the ability to learn new technology quickly* Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics* Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS, or chat* Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges* Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals* Able to accurately document customer interaction details with limited errors* Can type at least 35 WPM with proper spelling and grammar* A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets blithequark policies and maintenance requirements, including system upgrades as applicable, which may change over timePreferred Qualifications* Experience in a virtual contact center environment* Experience with troubleshooting apps on both iOS and Android platforms preferredTraining and Development* Virtual training starts January 24, 2025, from 11:30 am-6:30 pm ET, Monday-Friday* Training is paid and designed to equip you with the knowledge and skills necessary to excel in this roleCompensation and Benefits* $16.00 per hour for a Technical Customer Service Representative, Level 1* Our benefits package for full-time team members includes, but is not limited to, medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insuranceWork Environment and Culture* blithequark is a remote, work-at-home position, allowing you to work from the comfort of your own home* Our positive energy leads to team member innovation, creativity, and happiness* We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals* We're committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusionEqual Employment Opportunity* blithequark is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion* We believe in creating a workplace where everyone feels valued, respected, and empowered to succeedIf you're a customer service enthusiast with a passion for delivering world-class experiences, we invite you to apply for this exciting opportunity.Please visit our website to and of dedicated professionals who are committed to making a meaningful impact on our clients' customers.