**Job Title:** Customer Support Specialist - Remote at blithequark

**Job Description:**

Join blithequark's Dynamic Team as a Customer Support Specialist - Remote

Are you passionate about delivering exceptional customer experiences and resolving complex technical issues? Do you thrive in fast-paced environments and possess excellent communication skills? If so, we invite you to join blithequark's dynamic team as a Customer Support Specialist - Remote.

**About blithequark:**

blithequark is a leading provider of innovative solutions in the medical device industry. Our mission is to empower healthcare professionals with cutting-edge technology and exceptional support. As a Customer Support Specialist - Remote, you will be the first point of contact for our clients, providing timely and effective solutions to their technical and customer service needs.

**Job Summary:**

We are seeking an entry-level Customer Support Specialist - Remote to join our team. This role requires 1-5 years of technical/customer support experience, with a strong emphasis on excellent customer service skills, written and verbal communication, and problem-solving abilities. As a Customer Support Specialist - Remote, you will be responsible for:

Key Responsibilities:

• Accepting inbound calls from doctors, nurses, pharmacies, and other healthcare entities, obtaining necessary information, and attempting to resolve incidents or escalating as necessary.
• Documenting client interactions, including name, concerns/complaints, facility, and phone number, before escalating tickets.
• Following necessary Customer Support protocols and interacting with customers in a professional and enthusiastic manner via verbal and written communication.
• Promptly answering support calls, documenting, and transferring with a high level of urgency.
• Accurately documenting client interactions in a professional manner and working well with people from different disciplines with varying degrees of technical experience.
• Organizing caseload, troubleshooting assigned queue of cases, and identifying those that need escalation in a high-pressure environment.
• Resolving open tickets and communicating resolution to the client to confirm satisfaction.
• Using internal support applications to communicate professionally, effectively, and timely with the internal team and customers.
• Supporting the field implementation team to successfully complete installations and coordinating and executing the shipment of parts and supplies to customers.

**Essential/Critical Functions:**

* Follow necessary Customer Support protocols
* Interact with customers in a professional and enthusiastic manner via verbal and written communication
* Promptly answer support calls, document, and transfer with a high level of urgency
* Accurately document client interaction in a professional manner
* Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude
* Organize caseload, troubleshoot assigned queue of cases, and identify those that need escalation in a high-pressure environment
* Resolve open tickets and communicate resolution to the client to confirm satisfaction
* Use internal support applications to communicate professionally, effectively, and timely with the internal team and customers
* Support the field implementation team to successfully complete installations
* Coordinate and execute the shipment of parts and supplies to customers

**Technical Skills and Attributes:**

* Databases: SQL Server (SQL 2008/2012)
* Must be able to write queries and analyze SQL data (i.e., Select and Join statements) within complex database structures.
* SSIS (SQL Job) exposure/experience
* SQL Reporting Services
* OS knowledge: Server 2008 /Server 2012/ Windows 7
* Windows Services
* IIS and Web Applications
* Running Performance Counters
* Basic Understanding of Group Policies
* Security Permissions
* Networking topology
* DNS
* DHCP
* LAN/WAN
* Telnet
* Ports (Networking/OS)
* Understanding of XML language
* Ability to review application and OS logs
* Active Directory experience or exposure
* VMware experience or exposure (1+ years)

**Soft Skills:**

* Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
* Excellent time management and multitasking skills
* Strong personal commitment to quality, customer service, and patient safety
* Ability to understand and communicate complex technical systems to a non-technical audience
* Works well in a team environment
* Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations

**Other Skills:**

* Excellent customer service skills (written and verbal) a must
* Exceptional attention to detail
* Excellent organizational skills
* Ability to work in a fast-paced environment
* Exceptional ability to interact with customers in a professional and friendly manner, especially in high-stress situations
* Ability to effectively listen, empathize, and reassure clients that their issues will be resolved
* Ability to independently research, troubleshoot, and probe technical hardware and software issues
* Ability to work in a team environment
* Ability to work in a remote, home office-based environment
* Experience using a computer in a work setting
* Strong work ethic and initiative

**Education/Licenses/Certifications Required:**

* No degree required
* Preferred Certifications: A+, N+

**What We Offer:**

* Competitive compensation and benefits package
* Opportunity for accelerated growth and professional development
* Collaborative and dynamic work environment
* Flexible remote work arrangement
* Comprehensive training and support
* Recognition and rewards for outstanding performance

**How to Apply:**

If you are a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your relevant experience and qualifications.

**Equal Employment Opportunity:**

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

**Contact Information:**

For more information about this opportunity, please contact our HR team at . We look forward to hearing from you!

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