Experienced SaaS Customer Support Specialist – Delivering Exceptional Software Solutions and Empowering Pharmacy Operations

Welcome to blithequark

blithequark is the leading provider of innovative pharmacy purchasing and inventory management solutions, empowering pharmacies across the nation to streamline their operations, reduce costs, and stay compliant in an increasingly complex and competitive landscape. Our commitment to delivering cutting-edge solutions enables pharmacies to simplify their daily activities and focus on providing the best patient care possible. If you're looking for a role where you can make a meaningful impact in communities across the country, all while earning a competitive salary, you've come to the right place.

About Our Culture

At blithequark, we value the freedom of fully remote work, flex hours, and unlimited PTO, believing that work-life balance should have, well, balance. With team members across the United States, we foster a culture that prioritizes flexibility, autonomy, and collaboration. Our team is dedicated to making a difference, and we're looking for like-minded individuals to join our mission.

Job Overview

We are seeking an experienced SaaS Customer Support Specialist to join our team, working in a fast-moving, unstructured, remote environment across multiple applications. As a SaaS Customer Support Specialist, you will be responsible for providing blithequark end-users with the highest quality software support via inbound customer calls and email inquiries. Your expertise will involve analyzing problems, researching solutions using available resources, and providing solid answers easily understood by customers.

Key Responsibilities

• Master the features and functionality of the supported software applications and maintain knowledge of software updates and enhancements
• Provide timely and high-quality software support to end-users via email, phone, or as additional channels are identified in the future, for all our Software Solutions
• Follow standard support procedures and processes to ensure all customer communication is fully documented in the support ticketing system in a timely manner
• Triage, prioritize, and troubleshoot various customer queries to identify and escalate situations requiring urgent attention and redirect problems to the correct resource as needed
• Successfully manage a backlog of pending tickets and follow up with customers to ensure complete and timely resolution of issues
• Formulate and test alternative or unique solutions to help customers achieve their goals
• Proactively reach out to existing accounts to check-in and promote knowledge of other services
• Identify and report bugs and software requests and inform management of recurring problems
• Contribute to the internal knowledge base for current and new team members and provide content for customer help center articles
• On a rotating basis (one week a month), share weekend and nightly on-call for emergency support situations

Requirements and Qualifications

To be successful in this role, you will need:

• 3+ years of software/application support experience specifically for a B2B SaaS product
• Clear and concise communication and documentation style
• Ability to break down, analyze, and solve complex problems
• Organization and time management skills are a MUST
• Must be self-directed and thrive in a fast-paced environment with minimal direction
• Excellent written and verbal communication skills

Preferred Qualifications

A huge plus if you have:

• Experience supporting a healthcare or pharmaceutical industry SaaS product
• HubSpot experience

Career Growth and Development

At blithequark, we're committed to helping our team members grow and develop in their careers. As a SaaS Customer Support Specialist, you'll have access to:

• Ongoing training and professional development opportunities
• Collaboration with experienced team members and leaders
• Opportunities for advancement and career growth within the company

Work Environment and Company Culture

Our team is passionate about making a difference, and we're looking for like-minded individuals to join our mission. As a blithequark team member, you'll enjoy:

• A fully remote work environment with flex hours and unlimited PTO
• A collaborative and supportive team culture
• Opportunities for socialization and team-building activities

Compensation and Benefits

We offer a competitive compensation package, including:

• A base salary range of $53,000-65,000/year
• 100% healthcare premiums covered for employees
• 70% healthcare premiums covered for dependents
• Low-cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave
• Technology stipend to cover the equipment you need to set up your home office
• Professional development reimbursement

How to Apply

If you're passionate about delivering exceptional customer support and making a difference in the lives of pharmacies and their patients, we encourage you to apply for this exciting opportunity. Please note that blithequark is currently hiring only in the following states: Florida, Georgia, Illinois, Louisiana, Maine, Maryland, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Virginia, and Wisconsin. Candidates must reside in one of these states to be considered for this position.

Diversity and Inclusion

blithequark is an equal opportunity employer, dedicated to a policy of non-discrimination on the basis of race, color, religion, sex, national origin, ancestry, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive work environment that values and respects all team members.

Background Check and E-Verify

Please be advised that, if selected for this position, a background check will be conducted as a condition of employment upon acceptance of a contingent job offer. We participate in E-Verify (Employment Verification) and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.