Experienced Customer Support Representative, Level 2 – Delivering Exceptional Service in a Dynamic Helpdesk Environment

Are you passionate about delivering top-notch customer service and troubleshooting technical issues? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark's Managed Operations Center as a Customer Support Representative, Level 2. As a key member of our team, you will play a vital role in providing exceptional support to our managed services clients, leveraging your technical skills and knowledge to resolve complex issues and exceed customer expectations.

Why Clients Love Us

At blithequark, we are laser-focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. As a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego, we pride ourselves on being the experts in our field. With engineers who individually hold over 38 Microsoft certifications, our clients trust us to deliver innovative solutions that meet their unique needs.

The Value You'll Bring

As a Customer Support Representative, Level 2, you will be responsible for providing superior customer service to managed services clients, leveraging entry-level technical support knowledge to troubleshoot and resolve complex issues. Your key responsibilities will include:

• Answering incoming help desk inquiries via phone and email, providing a positive first impression of our company
• Using entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry
• Creating a ticket for each interaction via Connectwise ticketing system and assigning the ticket to the appropriate team member for resolution
• Monitoring ticket boards for status and managing assignments to ensure tickets are responded to by Technical Support Specialists within the appropriate timeframe for each ticket's priority level, communicating with the appropriate parties and performing follow-up actions to ensure tickets move timely through the resolution process
• Resolving Level 1 tickets and escalating as appropriate per position guidelines
• Communicating technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients
• Documenting client communication and resolution efforts via internal ticketing system
• Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems and supporting mission-critical environments
• Maintaining compliance with all company policies and procedures
• Other related responsibilities as assigned

Requirements

To be successful in this role, you will need:

• An associate's or bachelor's degree in computer science or related field plus 3+ years of entry-level troubleshooting experience (networking, server/OS, desktop, virtualization)
• Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members
• Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment
• Demonstrated history of taking ownership/accountability of assigned tasks
• Excellent oral and written English communication skills
• Demonstrated integrity and the ability to maintain client confidentiality

Technical Skills/Competencies

To excel in this role, you will need:

• Microsoft or other technical certifications highly desired
• Entry-level understanding of technology concepts and troubleshooting (networking, server/OS, desktop, virtualization) required
• Demonstrated ability to perform basic troubleshooting of desktop, server/OS, and networking issues to resolve tickets related to account administration, printer issues, basic networking, blocking spam emails, etc.
• Previous exposure to ticketing systems a plus (Connectwise preferred)
• Working knowledge of business applications including Office365 suite (Teams, Outlook, SharePoint, etc.) required

Shift + Availability

Managed Solution operates on a 24x7 basis, supporting clients around the globe. Shifts are assigned by management in accordance with Company needs.

Work Location/Remote Status

This position is eligible for remote work, within a state where blithequark has payroll operations. Employees will work from a home office within an assigned state. Your presence at our company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere, may be required on occasion.

Physical Demands

The essential functions of this job require:

• The ability to frequently sit and stand for long periods of time
• To manipulate objects with fine and gross motor skills
• To frequently lift and maneuver 10 pound objects
• To communicate in written and spoken English
• To hear
• To utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• This position may operate out of a call center in an open office format with a moderate level of noise or may operate from a remote, home office

Compensation & Benefits

We offer a competitive compensation package, including:

• Base Wage Range: $21.00 to $25.00 per hour
• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
• 401k – Eligibility after 90 days; blithequark matches 50% of your first 6% in contributions, starting after 90 days
• Holidays – blithequark celebrates 7 paid holidays each year
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
• Medical, Dental, Vision – blithequark pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
• Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
• $100K Life/AD&D policy provided for all employees, free of charge!
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
• $80/Month Cell Phone + Internet Reimbursement

Why Our Employees Love Working Here

We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

Inclusion & Equal Opportunity Employment

We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at blithequark are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At blithequark, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for this job