Experienced Overnight IT Customer Service Support Specialist – Providing Exceptional Technical Assistance and Ensuring Seamless Customer Experience

Introduction to blithequark

At blithequark, we are driven by a passion for delivering exceptional customer experiences and making a positive impact in the lives of our clients and employees. As a leader in our industry, we are committed to fostering a culture of innovation, teamwork, and continuous learning. Our mission is to improve the health of our clients' business and make the lives of the people we work with better. If you are a highly motivated and customer-focused individual who shares our values, we invite you to join our team as an Overnight IT Customer Service Support Specialist.

About the Role

As an Overnight IT Customer Service Support Specialist at blithequark, you will play a critical role in providing hands-on and remote-controlled workstation support services to our clients. Your primary responsibility will be to answer incoming calls or emails in a timely manner, resolving technical issues and ensuring seamless customer experience. You will work closely with our Support Center analysts and Senior Technicians to understand workstation and server support needs, participate in software deployments, and provide training frameworks and end-user support procedures to users.

Key Responsibilities:

• Conduct every transaction with a customer-focused, courteous approach to ensure first call resolution and achieve a satisfaction score of 90% or higher
• Document call activity into the Service Desk ticketing system
• Maintain access for all client systems, as assigned
• Work with other Support Center analysts and Senior Technicians to understand workstation and server support needs
• Provide hands-on and remote-controlled workstation support services
• Participate in software deployments, client workstation triage, or basic management of remote network printer support
• Provide appropriate training frameworks, programs, and end-user support procedures or documented technical solutions to users
• Handle basic active directory administration requests such as password resets or new hire account creations
• Complete new hire class build-outs from start to finish, including account creation, user permissions, security badge access, etc.
• Participate in and support new hire classes in the required IT zoom orientation meetings
• Create and update documentation as needed in Confluence & Microsoft Teams
• Manage new hires and terminations, including badge access, AD account management, user permissions, hardware procurement, etc.
• Up to 30% onsite technical support may be required at any/all blithequark office locations
• Be able to fully deploy a fully configured PC system, including imaging, installing all requisite software, processing updates, installing drivers, procuring all necessary hardware, configuring Windows user profile, etc.

Requirements and Qualifications

To be successful in this role, you must have a minimum of 1 year of experience in a customer service type role, with a strong background in IT customer service. You should be proficient in Windows 10, with practical application and use of Office 365 products, Symantec Antivirus Suite, and Adobe Products. Excellent verbal and written technical communications skills are essential, as well as the ability to quickly learn new technologies and work collaboratively with other technical groups.

Essential Qualifications:

• Minimum 1 year of experience in a customer service type role
• Proficient in Windows 10, with practical application and use of Office 365 products, Symantec Antivirus Suite, and Adobe Products
• Excellent verbal and written technical communications skills
• Ability to quickly learn new technologies and work collaboratively with other technical groups
• Experience with Active Directory, Databases, VPN connections, or troubleshooting network issues

Preferred Qualifications:

• Experience with IT service management tools and software
• Knowledge of ITIL frameworks and best practices
• Certifications in IT customer service or related fields
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. We offer a range of training and development programs, including world-class training and development classes, resources, and events. Our performance-driven atmosphere and competitive pay structure are designed to help you achieve your career goals and reach your full potential.

Work Environment and Company Culture

Our company culture is built on the values of passion, integrity, courage, and respect. We believe in fostering a positive and inclusive work environment that encourages collaboration, innovation, and creativity. Our employees are our greatest asset, and we are committed to providing a work-life balance that allows you to thrive both personally and professionally.

Compensation and Benefits

We offer a comprehensive range of benefits, including health insurance, fully paid life insurance, fully paid short- and long-term disability, paid vacation, paid sick leave, paid holidays, and a 401(k) program with employer match. We also offer referral bonuses, hybrid and remote opportunities, and a professional development and tuition assistance program.

Conclusion

If you are a highly motivated and customer-focused individual who is passionate about delivering exceptional technical assistance and ensuring seamless customer experience, we invite you to join our team at blithequark. As an Overnight IT Customer Service Support Specialist, you will play a critical role in our organization and have the opportunity to grow and develop your career in a dynamic and supportive environment. Apply now to take the first step towards an exciting and rewarding career with blithequark.