Experienced Technical Customer Support Representative – Computer Hardware and Software Troubleshooting Expert

Welcome to blithequark: Revolutionizing Computer Gaming with Exceptional Customer Service At blithequark, we're passionate about setting new standards in the computer gaming industry. Founded by a team of industry veterans and content creators, our mission is to deliver products that exceed customer expectations while providing unparalleled customer service, build quality, and cable management. We're committed to making our computers affordable and accessible to everyone. As a Technical Customer Support Representative, you'll play a vital role in helping us achieve our goals by providing top-notch support to our customers. Job Overview We're seeking an experienced Technical Customer Support Representative to join our team. As a key member of our customer support team, you'll be responsible for identifying, investigating, and resolving customer questions or problems with computer software and hardware. Your expertise will help us deliver exceptional customer experiences, ensuring that our customers receive the best possible support. Key Responsibilities: Identify, investigate, and resolve customer questions or problems with computer software and hardware via email, chat, and telephone support Apply knowledge of computer software, hardware, and procedures to solve problems and provide effective solutions Guide users through diagnostic and troubleshooting processes, utilizing diagnostic tools and software, and providing clear verbal instructions Identify and escalate support situations requiring urgent attention, ensuring timely resolutions and minimizing downtime Track and route support requests via our computerized ticketing system, thoroughly documenting resolutions and maintaining accurate records Stay current with product upgrades, system information, and business updates, ensuring that your knowledge is up-to-date and relevant Collaborate with other team members to research and resolve problems, sharing knowledge and best practices to continuously improve our support services Perform other related duties as assigned, demonstrating your flexibility and willingness to adapt to changing priorities Requirements and Qualifications To succeed in this role, you'll need to possess a combination of technical expertise, excellent communication skills, and a passion for delivering exceptional customer service. Here are the essential and preferred qualifications: Essential Qualifications: Proficient with or the ability to quickly learn an array of computer hardware and software, including desktop computers, network devices, and peripherals Thorough understanding of computer software and hardware, with the ability to explain technical issues to both technical and non-technical customers Excellent verbal and written communication skills, with a professional and pleasant telephone manner Strong analytical and problem-solving skills, with the ability to think critically and outside the box Proficient with Microsoft Office Suite or related software, with the ability to learn new tools and systems quickly Willingness to have telephone conversations monitored for quality assurance, demonstrating your commitment to continuous improvement Preferred Qualifications: Associate's degree in Computer Science or a related field, with a strong foundation in computer hardware and software 2+ years of experience in customer technical support, with a proven track record of delivering exceptional customer service and resolving complex technical issues Career Growth and Development At blithequark, we're committed to helping our employees grow and develop their careers. As a Technical Customer Support Representative, you'll have access to ongoing training and development opportunities, including: Regular product updates and training sessions, ensuring that you stay up-to-date with the latest technologies and trends Professional development opportunities, including workshops, webinars, and conferences, to help you enhance your skills and knowledge Mentorship and coaching from experienced team members, providing guidance and support to help you achieve your career goals Opportunities for advancement and career progression, as we continue to grow and expand our operations Work Environment and Company Culture At blithequark, we're proud of our dynamic and supportive work environment. As a Technical Customer Support Representative, you'll be working from home, with the flexibility to manage your schedule and workload. Our company culture is built on the following values: A passion for delivering exceptional customer service and support A commitment to continuous learning and improvement A collaborative and team-oriented approach, with a focus on sharing knowledge and best practices A flexible and adaptable approach, with a willingness to pivot and adjust to changing priorities Compensation and Benefits We offer a competitive compensation package, including: Health Care Plan (Medical, Dental & Vision), providing comprehensive coverage for you and your family Retirement Plan (401k), helping you plan for your future and secure your financial well-being Paid Time Off (Vacation, Sick & Public Holidays), giving you the flexibility to take breaks and recharge Short Term & Long Term Disability, providing financial protection and support in case of illness or injury Work From Home, offering the flexibility and convenience of working from the comfort of your own home Conclusion If you're passionate about delivering exceptional customer service and support, and you're looking for a challenging and rewarding role with a dynamic and growing company, we encourage you to apply for this exciting opportunity. As a Technical Customer Support Representative at blithequark, you'll be part of a talented team that's dedicated to making a difference in the computer gaming industry. Don't miss out on this chance to join our team and take your career to the next level. Apply now and become a part of the blithequark family! Apply for this job