Experienced Technical Customer Experience Representative – Delivering Exceptional Support and Driving Innovation in Home Security Solutions at blithequark

Introduction to blithequark At blithequark, we are passionate about making every home a safe and secure haven. As a pioneering force in the home security industry, we dedicate ourselves to innovation and customer satisfaction. Our mission is to bring peace of mind to our customers, and we achieve this through our relentless pursuit of excellence and our commitment to teamwork. When you join our team, you become an integral part of a culture that values inclusivity, growth, and development. We believe in the importance of work-life balance and offer flexible remote work options to ensure that our team members can thrive both personally and professionally. Why Join blithequark? We are growing and thriving, and we need talented, humble, and customer-obsessed individuals to join our team. As a Technical Customer Experience Representative, you will be the first point of contact for our customers, providing them with exceptional support and empowering them to get the most out of their home security systems. If you are looking for a challenging and rewarding role in a company that truly cares about its customers and employees, blithequark is the perfect place for you. Key Responsibilities As a Technical Customer Experience Representative at blithequark, your primary goal will be to deliver top-notch support to our customers. Here are some of the key responsibilities you will be expected to perform: Deliver Exceptional Support: Provide phone and chat assistance to customers, resolving inquiries quickly and efficiently to achieve first-call resolution and high customer satisfaction. Educate and Empower: Help customers understand their home security systems by providing clear, actionable troubleshooting guidance and support. Drive Innovation: Collaborate with teams across the organization to identify opportunities for process improvements that enhance the customer experience and drive business growth. Gather Insights: Collect and analyze customer feedback to inform product development and service enhancements, ensuring that our solutions meet the evolving needs of our customers. Stay Informed: Keep up with product updates and industry trends to ensure that you are providing the best possible support and guidance to our customers. Essential Qualifications To be successful as a Technical Customer Experience Representative at blithequark, you will need to possess the following essential qualifications: Experience: 2+ years of experience in customer service or technical support, with a proven ability to resolve inquiries effectively and efficiently. Technical Know-How: Strong understanding of consumer electronics, especially in home security systems, and the ability to learn new products and features quickly. Agility and Curiosity: Eager to learn new products and features, with a keen interest in technology and home security, and a willingness to adapt to changing circumstances and priorities. People Skills: Approachable, empathetic, and a good listener, with strong oral and written communication skills that allow you to engage comfortably with both individuals and groups. Inclusivity and Team Spirit: Ability to contribute to an inclusive environment by respecting differences and fostering curiosity among team members, and a willingness to collaborate and support your colleagues to achieve shared goals. Customer-Centric Attitude: A genuine passion for helping others, backed by knowledge of customer service metrics (NPS, CSAT, QA, oFCR), and a commitment to delivering exceptional customer experiences. Preferred Qualifications While not essential, the following qualifications are preferred: Experience in a Technology-Driven Industry: 1-2 years of experience in a technology-driven industry that requires troubleshooting skills, such as consumer electronics or home security. What We Offer At blithequark, we offer a competitive salary range of $20 - $21 per hour, as well as a range of benefits and perks, including: Flexible Hybrid Schedule: With shift differentials for nights and weekends, our hours range from 8:00 AM to midnight, seven days a week, giving you the flexibility to choose a schedule that works best for you. Paid Time Off: Enjoy paid holidays on Christmas Day, New Year's Day, and Thanksgiving, plus additional floating holidays. Health Benefits: Comprehensive medical and dental coverage to keep you and your family healthy, along with an Employee Stock Purchase Plan to help you invest in your future. Career Development: Ongoing training and growth opportunities to advance your career and develop your skills and knowledge. Additional Requirements Please note that you must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search, and final certification approval from DCJS. Our Values At blithequark, we share a set of core values that guide our behavior and decision-making. These values include: Customer Obsessed: Building deep empathy for customers and developing strong, long-term relationships with them. Aim High: Always challenging oneself and others to raise the bar and achieve excellence. No Ego: A "no job too small" attitude, and an open, inclusive, and humble style. One Team: A highly collaborative approach to achieving success and driving business growth. Lift As We Climb: A track record of investing in developing others and helping others succeed. Lean & Nimble: Working with agility and efficiency to experiment in an often-ambiguous environment and drive innovation. Equal Opportunities blithequark is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We are committed to full support of qualified individuals in hiring and employment, and we will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact us at [email protected]. Conclusion If you are a motivated and customer-obsessed individual who is passionate about delivering exceptional support and driving innovation, we encourage you to apply for the Technical Customer Experience Representative role at blithequark. With a competitive salary, flexible hybrid schedule, and a range of benefits and perks, this is an exciting opportunity to join a growing and thriving company that truly cares about its customers and employees. Apply now and take the first step towards a rewarding and challenging career at blithequark. Apply for this job