Job Description
Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments and enjoy the challenge of resolving complex technical issues? If so, we invite you to join our dynamic team at blithequark as a Full Stack Service Desk Agent – Live Chat Support Specialist. **About blithequark** blithequark is a leading provider of innovative solutions and services, dedicated to empowering individuals and organizations to achieve their full potential. Our commitment to excellence, customer satisfaction, and employee well-being has earned us a reputation as a trusted partner in the industry. As a member of our team, you will be part of a vibrant community that values collaboration, creativity, and continuous learning. **Job Summary** As a Full Stack Service Desk Agent – Live Chat Support Specialist, you will be the primary point of contact for end-users seeking IT support via our live chat channel. You will provide timely, accurate, and professional assistance, leveraging your technical expertise and problem-solving skills to resolve issues efficiently. Your primary responsibilities will include: ### Key Responsibilities * **Customer Service Excellence** + Demonstrate active listening skills to gain a thorough understanding of customer situations + Show empathy and advocacy while seeking resolution, acknowledging the sense of urgency for resolving issues + Create a positive customer support experience, build rapport, and trust with end-users through a professional attitude and approach to problem understanding * **Effective Communication** + Produce accurate, detailed documentation consumable by end-users, level two support, and problem management + Maintain professionalism and netiquette to ensure messages are received as intended + Respond timely via the chat platform to prevent delay or frustration + Clearly document actions taken in ticketing records for tracking and data analytics * **Technical Proficiency** + Leverage the chat tooling and ticketing platform effectively + Provide high-quality end-user technical support related to enterprise software and hardware + Assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components * **Culture Carrier** + Demonstrate the ability to collaborate with others + Display a safe and positive attitude + Adhere to policies and procedures and act in the best interest of the overall firm ### Qualifications * **Essential Qualifications** + Excellent customer service skills + Excellent communication skills + Problem-solving skills + Self-motivated + Two to five years of chat experience + Two to five years of proven, qualified related work experience in a comparable complex and fast-paced work environment * **Preferred Qualifications** + Preferred work experience in a technical support role + Relevant certifications or training in IT support or a related field ### Required Education * High school diploma or GED with relevant work experience ### Benefits As a valued member of our team, you will enjoy a comprehensive benefits package, including: * Competitive salary * Comprehensive healthcare coverage (medical, dental, and vision plans) * Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity) * 401(k)-retirement savings * Life & disability insurance * Employee assistance program * Legal support * Auto, home insurance * Pet insurance * Employee discounts with preferred vendors ### Why Join blithequark? * **Career Growth Opportunities**: We offer a dynamic and supportive environment that fosters growth and development. * **Learning Benefits**: We invest in our employees' continuous learning and professional development. * **Work-Life Balance**: We prioritize work-life balance and offer flexible scheduling options. * **Diverse and Inclusive Culture**: We celebrate diversity and promote an inclusive culture that values individuality. ### How to Apply If you are a motivated and customer-focused professional with a passion for delivering exceptional support experiences, please submit your application today. We look forward to welcoming you to our team at blithequark! Apply for this job