**Customer Support Specialist - Remote Opportunity with blithequark**
Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of families and children? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark, a leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers, as a Customer Support Specialist.
**About blithequark**
At blithequark, we envision a world where all families, regardless of their income level, have access to high-quality child care. Our mission is to empower the child care industry through innovative technology and exceptional support. With hundreds of agencies in the publicly funded child care sector relying on our applications, we're committed to delivering seamless, intuitive solutions that meet the evolving needs of our clients.
**Your Role at blithequark**
As a Customer Support Specialist with blithequark, you'll be the face of our company, providing top-notch, first-line client service and technical support via telephone, email, chat, and personal interaction. Your enthusiasm, attention to detail, and customer-focused mindset will make all the difference in delivering exceptional experiences for our clients. You'll work in a dynamic, fast-paced call center environment, collaborating with a talented team of experts who share your passion for making a difference.
**Responsibilities and Duties**
* Answering telephone calls, emails, and chats in a fast-paced call center environment
* Accurately documenting and processing customer claims in appropriate systems
* Following all required scripts, policies, and procedures
* Complying with requirements surrounding confidential information and personal information
* Appropriately escalating customer issues to management
* Utilizing knowledge base and training to answer customer questions accurately
* Answering telephone calls promptly and in a polite and professional manner
* Training end-users on how to use company software products and systems
* Helping meet customer Service Level Agreements (SLAs)
* Attending meetings and training, and reviewing all new training material to stay up to date on changes
* Ensuring first call resolution through problem-solving and effective call handling
* Occasional travel may be required (for conferences or to visit customer sites)
* Occasional on-call or overtime evening hours are required, and occasional weekend hours may be required, depending on the needs of our clients
* This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions
**Who We're Looking For**
* Bilingual, including written and verbal communication is preferred
* Experience working in a support center, preferably SaaS
* Experience within the childcare industry, preferably experience within a subsidized childcare program
* Experience with blithequark software is a huge plus!
* Strong interpersonal, writing, and verbal communications skills are essential
* Excellent troubleshooting skills are vital
* Teamwork is necessary
* Education and experience in customer handling skills are highly desirable
* Experience with CRMs
* Experience with Microsoft Word, Outlook, and Excel is required
* Three or more years of on-the-job technical writing, training, or education experience is preferred
* The ability to travel locally/nationally for up to a week at a time is required
**What We Offer**
* The ability to work from anywhere in the United States
* Starting pay $20/hr, depending on experience
* Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
* 401(k) retirement plan, with company match
* Paid company holidays and generous PTO
* Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families.
**Our Commitment to Diversity and Inclusion**
At blithequark, we actively embrace diversity and equal opportunity in a meaningful way. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of families and children, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!