**Experienced Customer Support Specialist – Balance Support at blithequark**

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments and possess the technical expertise to navigate complex payroll and time clock systems? If so, we invite you to join our dynamic team at blithequark as an Experienced Customer Support Specialist – Balance Support. **About blithequark** blithequark is a digital platform revolutionizing the way employees access their earned wages. Our mission is to improve financial wellness and boost business productivity by providing a convenient and easy-to-use on-demand pay solution. Available at no cost to employers, our app-based platform helps alleviate the financial stress that many employees experience on a daily basis. **Our Core Values** At blithequark, we live by our core values of Humility, Grit, Raising the Bar, and Striving for Growth. We believe in the power of humility, valuing team players who are down-to-earth, respectful, and open to learning from others. We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. Continuous improvement is at the heart of our culture, and we seek employees who are innovative and strive for excellence. **Job Summary** As an Experienced Customer Support Specialist – Balance Support, you will be the frontline ambassador for blithequark, handling customer calls with precision and providing accurate solutions to queries and concerns. You will master our customer-facing features, guide users through troubleshooting, and ensure a positive customer experience. This role involves collaborating cross-functionally to drive key support metrics, contributing to the training of new team members, and actively participating in creating a distinctive customer service culture that sets blithequark apart. **Key Responsibilities** * **Responsive Customer Engagement**: Respond promptly to incoming customer inquiries with a focus on delivering accurate and satisfactory responses to their inquiries and concerns. * **Customer Satisfaction Champion**: De-escalate situations involving dissatisfied customers by providing patient assistance and empathy, ensuring a positive experience. * **Product Knowledge Mastery**: Develop a profound understanding of our customer-facing features, portals, functionalities, and integration processes. Articulate these details clearly and concisely to customers. * **Guided Troubleshooting/Education**: Guide customers through troubleshooting processes, assisting them in navigating the blithequark app and utilizing our products or services effectively. * **Metrics Improvement**: Drive key customer support metrics, including first response time, full resolution time, and Customer Satisfaction Ratings, to enhance overall service quality. * **Cross-Functional Collaboration**: Collaborate seamlessly with internal teams such as Customer Support, Account Management, and Onboarding Managers to identify, troubleshoot, and efficiently resolve issues. * **Team Collaboration**: Work closely with other call center professionals to continuously enhance customer service standards through shared insights and best practices. * **Exceptional Customer Experience**: Create a distinctive customer experience that sets blithequark apart, leaving customers with a positive and lasting impression. * **Payroll Software Expertise**: Be proficient in processing reports from various payroll software, understanding the intricacies involved in managing payroll systems. * **Time Clock Functionality**: Understand the functionality of time clock programs, applying this knowledge to effectively address customer queries and provide tailored support. * **Report Management**: Comfortably run, export, and upload reports, displaying technical competency in managing data related to time clock, payroll, and earned wage access systems. **What You'll Bring** * **Availability**: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements * **Professional Experience**: Proven track record in a comparable customer support role, ideally within the fintech industry or a related field. * **Technical Proficiency**: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools. Advanced understanding of time clock and payroll systems, displaying expertise in troubleshooting and navigating these platforms effectively. * **Payroll Software Proficiency**: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively. * **Time Clock Functionality**: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions. * **Report Management Skills**: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems. * **Problem-Solving Skills**: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues. * **Communication Proficiency**: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers. * **Customer-Centric Mindset**: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues. * **Adaptability**: Ability to work independently and collaboratively in a dynamic, fast-paced environment. Proficient in managing multiple priorities and meeting Service Level Agreements (SLAs). **Why Join blithequark?** * **Compensation**: $19/hour. * **Paid Time Off** * **Health Insurance** * **Dental Insurance** * **Vision Insurance** * **401K Match** **Equal Employment Opportunity Policy** blithequark, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. **How to Apply** If you are a motivated and customer-centric professional with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we look forward to reviewing your qualifications. Apply Job! Apply for this job