Experienced Computer Operator and Tier 1 Customer Service Representative – Providing Exceptional Support in a Dynamic Environment

Introduction to blithequark

At blithequark, we are committed to delivering innovative solutions and exceptional customer experiences. As a leader in the industry, we are seeking a highly skilled and dedicated Computer Operator and Tier 1 Customer Service Representative to join our team. This role is an exciting opportunity to work in a dynamic environment, providing top-notch support to our customers and contributing to the success of our organization.

Job Overview

The Computer Operator and Tier 1 Customer Service Representative will be responsible for providing Tier 1 service desk support to our customers, including insurance issuers, agents, web brokers, and state agencies. This role requires shift flexibility to support our 8am-8pm Monday through Friday operation, with expanded weekend operations during peak periods. The ideal candidate will have excellent customer service skills, strong communication abilities, and the ability to work effectively in a fast-paced environment.

Key Responsibilities

• Provide Tier 1 service desk support for customer inquiries via phone, email, or other channels
• Offer account access support, including password resets and unlocking accounts for various marketplace applications
• Log user inquiries in ServiceNow and assign to the right groups internally before assigning to Tier 2 support
• Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as applicable
• Provide general policy information and process guidance to customers based on information provided by business owners and Tier 2 support teams
• Respond effectively and accurately to IT inquiries and escalations, ensuring timely resolution and minimal disruption to our customers
• Utilize a Knowledge Base to locate scripted answers and thoroughly document information into the database
• Escalate requests to appropriate IT departments throughout the organization to prevent work stoppage due to technology challenges
• Provide guidance to customers on next steps and summarize the contact, including responses and referrals

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• GED or higher
• At least 1+ years of customer service experience using multiple systems to identify solutions for customers and manage multiple systems, tabs, and issues simultaneously
• Experience with follow-up and closure for customer issues, as well as thorough documentation of contact
• Proven excellent customer service skills, with a strong focus on dedication, research, and issue resolution
• Excellent verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner
• Strong knowledge of computers and Microsoft systems, with a typing speed of at least 40 wpm
• Receptive to training for business acumen adoption, service desk operational processes, and information dissemination that aligns with a Tier 1 service desk function
• Strong communication and multi-tasking skills, with the ability to work effectively in a fast-paced environment
• Availability to work nights, holidays, and weekends as required

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• CxOne and ServiceNow knowledge
• High-volume IT support experience

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Computer Operator and Tier 1 Customer Service Representative, you will have access to training and development opportunities to enhance your skills and knowledge, including:

• Comprehensive training programs to ensure you have the skills and knowledge required to excel in your role
• Ongoing coaching and mentoring to support your career growth and development
• Opportunities to work on complex and challenging projects, with the potential to take on additional responsibilities and contribute to the success of our organization

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. As a member of our team, you can expect:

• A collaborative and inclusive culture that values diversity and promotes equal opportunities
• A fast-paced and challenging work environment that is both rewarding and stimulating
• Access to the latest technology and tools to support your work and enhance your productivity
• A comprehensive benefits package, including competitive pay, health insurance, and retirement savings plans

Compensation and Benefits

The hourly rate for this position is $17.86/hr, with a pay range of $33,150.00 - $59,925.00 per year. In addition to your salary, you will be eligible for a range of benefits, including:

• Comprehensive health insurance, including medical, dental, and vision coverage
• Retirement savings plans, including a 401(k) or similar plan
• Paid time off, including vacation days, sick leave, and holidays
• Access to training and development opportunities to enhance your skills and knowledge

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. As a Computer Operator and Tier 1 Customer Service Representative at blithequark, you will have the chance to work in a dynamic environment, contribute to the success of our organization, and develop your skills and knowledge in a supportive and inclusive culture. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of the blithequark team and start your journey to success.

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