Join the Team at blithequark: Where Innovation Meets Customer Satisfaction
blithequark is a leading implementer of cutting-edge software solutions, dedicated to delivering capabilities that provide tangible ROI to our customers. Our core areas of expertise include Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re-Engineering. We're now looking for a highly skilled Customer Service Analyst to join our dynamic team, where you'll have the opportunity to grow in your career path and make a significant impact on our customers' success.
About the Role
As a Customer Service Analyst at blithequark, you'll play a critical role in ensuring the smooth operation of our software solutions and providing exceptional support to our end-users. You'll work closely with our Applications Engineers and Programmers to interpret software requirements and design specifications, integrate and test software components, and resolve technical issues. Your excellent communication skills, attention to detail, and ability to grasp complex technical concepts will enable you to deliver high-quality documentation and support to our customers.
Key Responsibilities:
- Participate in the design of software tools and subsystems to support reuse and domain analysis.
- Assist Applications Engineers and Applications Programmers to interpret software requirements and design specifications to code, and integrate and test software components.
- Sort through, prioritize, and address end-user support requests using JIRA, Remedy, and other ticketing systems, including system access, VPN issues, hardware and software deployment, account creation and deletion, virtualization technology, and cross-agency coordination.
- Support the onboarding process for new resources, coordinating with outside agencies to complete hardware and software setups in accordance with requirements provided by hiring managers.
- Create and maintain source pages (JIRA, Confluence, SharePoint) and End User Support documentation.
- Understand and track inventory, software certifications, and user support issues; occasional analysis and forecasting to assist stakeholders' purchase decisions.
- Analyze, compare, and make recommendations for software packages and other technologies.
- Coordinate software installations.
Essential Functions & Duties:
The following essential functions and duties are critical to the success of our Customer Service Analyst:
- Provide exceptional customer support, responding to end-user inquiries and resolving technical issues in a timely and professional manner.
- Collaborate with cross-functional teams, including Applications Engineering and Programmers, to ensure seamless integration of software solutions.
- Develop and maintain comprehensive knowledge of our software solutions, including technical specifications, features, and functionality.
- Identify and escalate complex technical issues to senior technical teams, as necessary.
- Contribute to the development of best practices and procedures for customer support, ensuring consistency and quality across all interactions.
Requirements and Qualifications:
To be successful as a Customer Service Analyst at blithequark, you'll need:
- Consistent, patient, accurate communications skills in person, on the phone, and in writing.
- Ability to deliver high-quality documentation, with attention to detail.
- Ability to quickly grasp complex technical concepts and make them easily understandable.
- Self-motivation and ability to work independently.
- Security+ certification at the time of hire or within 6 months of start date.
Citizenship or Work Authorization Required:
- Top Secret Clearance or ability to obtain a Top-Secret Clearance is required.
- Must be a U.S. citizen.
- Must pass a background investigation.
Preferred Education & Experience:
Commensurate experience and education are preferred. We're looking for candidates with a strong background in customer support, technical analysis, or a related field.
Compensation and Benefits:
blithequark offers a competitive compensation package, including:
- A reasonable estimate of the current pay range is: $60,000 – $80,000.
- A generous portfolio of core and voluntary benefits, including group medical, dental, and vision insurance, HSA, FSA, 401(k) with immediately vested company match, PTO/Sick Leave, 11 paid federal holidays, company-paid life, short-term and long-term disability insurance, tuition and training reimbursement, fitness/wellness reimbursement, a referral bonus program, and life management programs.
Career Growth Opportunities and Learning Benefits:
At blithequark, we're committed to the growth and development of our employees. You'll have access to:
- Dedicated career coaches available for every employee.
- Company-funded certification opportunities.
- Education reimbursement.
- A general open-door policy, providing support when you need it.
Work Environment and Company Culture:
blithequark is a fast-paced, quality-driven organization that values innovation, teamwork, and customer satisfaction. Our team is eager to learn, and we're looking for candidates who share our passion for delivering exceptional results. As a remote employee, you'll have the flexibility to work from anywhere, with access to our cutting-edge technology and tools.
Physical Requirements:
The physical requirements of this position are critical in evaluating the qualifications and abilities of an applicant or employee. The physical efforts needed to perform the essential duties of this job 90% of the time are:
- Repetitive motions.
- Grasping, holding, and finger dexterity of the hands.
- Reading, writing, eye-hand coordination, color distinction, and full visual abilities.
- Hearing, talking, sitting, and use of IT equipment, phones, and office machines.
To a reduced degree, <30% of the time, candidates may have to:
- Stand, walk, lift 0-30 pounds, push or pull objects, climb stairs, bend, squat, reach, drive a car, or work overtime.
Equal Opportunity Employer:
blithequark is an equal opportunity employer, and we do not discriminate against applicants for employment or our employees on the basis of:
- Age.
- Race (including hair texture/style).
- Creed.
- Color.
- Religion.
- Religious creed.
- Ancestry.
- National origin.
- Ethnic origin.
- Sexual orientation.
- Gender identity or expression.
- Military or veteran status.
- Sex.
- Medical condition.
- Pregnancy (childbirth, breastfeeding, and related medical conditions).
- Physical or mental disability.
- Personal appearance.
- Organ donation and hair length associated with race.
- Genetic information or characteristics.
- Family responsibilities.
- Familial status.
- Marital status.
- Citizenship or immigration status.
- Status as a victim of domestic violence, a sexual offense, or stalking.
- Political affiliation.
- Arrest records and criminal convictions.
- Credit information.
- Matriculation.
- Homeless status.
- Any other characteristic protected by federal, state, and local law.
How to Apply:
If you're a motivated and customer-focused individual with a passion for technical analysis, we encourage you to apply for this exciting opportunity at blithequark. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
Apply Now