Welcome to blithequark
At blithequark, we're revolutionizing the way independent restaurant and takeaway owners operate by providing them with cutting-edge technology and personalized support. Our mission is to make running a restaurant a satisfyingly simple experience, even in a complex and ever-changing world. We believe in empowering our customers with the tools and expertise they need to thrive on their own terms, and we're committed to delivering exceptional service and support every step of the way.
About this Role
Due to our continued growth and expansion, blithequark is seeking a highly motivated and experienced Technical Customer Support Executive to join our team. As a key member of our support team, you will have the opportunity to make a real difference in the lives of our customers, providing them with timely and effective solutions to their technical issues and concerns. If you're a self-starter with excellent communication skills, a passion for customer service, and the ability to adapt to changing priorities, we want to hear from you.
Key Responsibilities
- Provide outstanding customer support: Respond promptly and professionally to customer inquiries and issues via phone, email, and chat, ensuring a positive and satisfactory resolution.
- Handle customer complaints: Actively listen to customers, empathize with their concerns, and work diligently to resolve problems in a timely manner, demonstrating excellent problem-solving skills.
- Communicate effectively: Clearly and concisely communicate information, instructions, and solutions to customers in a friendly and professional manner, adapting communication style to suit the customer's needs.
- Maintain accurate records: Document customer interactions, issues, and resolutions accurately and comprehensively in our Salesforce system, ensuring proper tracking and follow-up.
- Collaborate with team members: Work closely with the support team and other departments to escalate complex issues, share knowledge, and contribute to continuous process improvement.
- Stay updated on product knowledge: Maintain a solid understanding of our software and services, staying up-to-date with new features, updates, and industry trends to provide accurate information to customers.
- Adhere to service level agreements (SLAs): Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets.
- Embrace a positive customer-focused mindset: Strive to create exceptional customer experiences, building and maintaining strong customer relationships through friendly, helpful, and professional interactions.
Essential Qualifications
- Fluency in English and Spanish: Exceptional verbal and written communication skills in English are essential, with the ability to communicate effectively in Spanish.
- Availability: Willingness and flexibility to work evening shifts and weekends as required to meet customer needs, including a 7-day a week shift rota covering 6am - 12am (UTC) shifts.
- Customer service experience: Prior experience in a customer support or service role, handling customer inquiries and resolving issues effectively and efficiently.
- Multichannel support skills: Proficiency in handling customer interactions through phone, email, and chat platforms, demonstrating excellent interpersonal and communication skills across different channels.
- Problem-solving abilities: Strong critical thinking and problem-solving skills to assess situations, analyze information, and provide appropriate solutions.
- Empathy and patience: Ability to empathize with customers, actively listen to their concerns, and remain calm and patient in challenging situations.
- Organizational skills: Detail-oriented with the ability to prioritize tasks, manage time effectively, and handle multiple customer inquiries simultaneously.
- Tech-savvy: Comfortable working with computer systems, software applications, and customer support tools, with experience with Salesforce being a plus.
Preferred Qualifications
- Previous experience working in a technical support role, with a strong understanding of software applications and technical troubleshooting.
- Familiarity with the food industry or restaurant management, with a passion for delivering exceptional customer service and support.
- Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
- Strong analytical and problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and other stakeholders.
Skills and Competencies
To be successful in this role, you will need to possess a range of skills and competencies, including:
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and other stakeholders.
- Strong problem-solving and analytical skills, with the ability to analyze complex issues and provide effective solutions.
- Ability to work in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.
- Strong organizational and time management skills, with the ability to prioritize tasks, manage time effectively, and handle multiple customer inquiries simultaneously.
- Ability to empathize with customers, actively listen to their concerns, and remain calm and patient in challenging situations.
- Strong technical skills, with the ability to learn and adapt to new software applications and technical systems.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to providing our employees with opportunities for growth and development, both personally and professionally. As a Technical Customer Support Executive, you will have access to a range of training and development programs, including:
- Comprehensive onboarding and training program, designed to equip you with the skills and knowledge you need to succeed in your role.
- Ongoing coaching and mentoring, with regular feedback and performance reviews to help you achieve your goals and develop your skills.
- Opportunities for career advancement, with a clear path for progression and development within the company.
- Access to a range of training and development programs, including technical training, soft skills development, and leadership development.
Work Environment and Company Culture
At blithequark, we're proud of our company culture and the values that underpin it. We believe in:
- Transparency and openness, with a commitment to communicating clearly and honestly with our employees, customers, and stakeholders.
- Collaboration and teamwork, with a focus on building strong relationships and working together to achieve our goals.
- Diversity, inclusion, and wellbeing, with a commitment to creating a positive and supportive work environment that values and respects all employees.
- Balance and flexibility, with a focus on achieving a healthy work-life balance and providing flexible working arrangements to support our employees' needs.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, including a range of perks and benefits, such as:
- Competitive salary and bonus structure, with opportunities for career advancement and salary growth.
- Comprehensive benefits package, including health insurance, retirement savings, and paid time off.
- Flexible working arrangements, including remote work options and flexible hours.
- Access to a range of training and development programs, including technical training, soft skills development, and leadership development.
- Opportunities for career advancement, with a clear path for progression and development within the company.
Conclusion
If you're a motivated and experienced customer support professional looking for a new challenge, we want to hear from you. At blithequark, we're committed to delivering exceptional customer service and support, and we're looking for talented individuals to join our team. With a range of opportunities for growth and development, a competitive compensation package, and a positive and supportive work environment, this is a great opportunity to take your career to the next level. So why not apply today and join our team of dedicated and passionate professionals?
Apply Now