Experienced Day Shift Customer Technical Support Specialist – Hybrid Remote and On-Site IT Operations and Incident Management

Introduction to blithequark At blithequark, we are driven by a passion for delivering exceptional customer experiences through cutting-edge technology and innovative solutions. As a leader in our industry, we recognize the importance of having a talented and dedicated team that shares our vision for excellence. Our mission is to provide top-notch technical support that not only resolves issues efficiently but also ensures a positive user experience. If you are a proactive, technically adept, and customer-focused individual who thrives in fast-paced environments, we invite you to join our high-performing team as a Day Shift Customer Technical Support Specialist. About the Role This hybrid role offers the best of both worlds – the flexibility of remote work and the opportunity for occasional on-site support. As a Day Shift Customer Technical Support Specialist at blithequark, you will be part of a dynamic team that operates on a 3-day/4-day short week/long week rotation schedule. Your primary responsibility will be to provide first and second-tier technical support to end-users of our products and services, ensuring timely and effective resolution of technical issues. If you are within commuting distance to East Rutherford, NJ, and are looking for a challenging yet rewarding role that aligns with your skills and interests, we encourage you to apply. Key Responsibilities Create and manage work orders to request or route information for users using internal systems, ensuring seamless communication and issue resolution. Interface with cross-functional teams, including network services, software engineering, and applications development, to resolve service issues and identify root causes, promoting a collaborative and proactive approach to problem-solving. Provide first and second-tier technical support for end-users of blithequark products and services, utilizing your technical expertise and excellent communication skills to deliver exceptional customer experiences. Use automated information systems to analyze and resolve routine technical issues, leveraging technology to streamline processes and enhance efficiency. Review, sort, and prioritize incoming technical requests – both verbal and computer-generated – for appropriate response and action, demonstrating strong time management and organizational skills. Escalate unresolved or complex problems to senior technical support when necessary, ensuring that issues are addressed promptly and effectively. Fulfill user requests for information and training related to system databases and tools, contributing to the ongoing education and support of our users. Maintain and update training and support documentation using company-approved tools, playing a critical role in the development and dissemination of knowledge within our organization. Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: High school diploma and at least 1 year of experience in a related field, preferably in a call center or technical support environment. Prior call center experience, with a strong focus on customer service and technical support. Strong time management capability, with the ability to focus on the issue at hand and prioritize tasks effectively in a busy work environment. In-depth knowledge of IT operations and incident management processes, including familiarity with cloud architecture and best practices. Excellent interpersonal and communication skills, with the ability to interact with users, technical teams, and other stakeholders in a professional and courteous manner. Experience running a 24x7x365 operation, with the ability to work on a shifting schedule and some weekend schedule as required. Ability to multitask effectively in a fast-paced environment, with a strong sense of initiative and self-motivation. Must be a US Citizen, with the ability to obtain and maintain the required Agency Clearance. Preferred Qualifications While not essential, the following preferred qualifications will be highly regarded: Knowledge of ITIL as applied to enterprise operations and incident management, with a strong understanding of IT service management principles and practices. Understanding of networking, cloud, security, IT hardware, and other technologies in an IT infrastructure environment, with a focus on cloud architecture and best practices for deploying applications in the cloud. AWS Cloud Practitioner certification, or equivalent, with a strong foundation in AWS services and cloud concepts, including EC2, S3, RDS, VPC, IAM, Lambda, and CloudFormation. Exceptional problem-solving capabilities, with the ability to use judgment and critical thinking to resolve complex technical issues. Understanding of cloud architecture and best practices for deploying applications in the cloud, with a focus on security, scalability, and reliability. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the ongoing development and growth of our employees. As a Day Shift Customer Technical Support Specialist, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program, designed to equip you with the knowledge and skills necessary to succeed in your role. Ongoing technical training and professional development, with a focus on emerging technologies and industry trends. Opportunities for career advancement, with a clear path for progression within our organization. Collaborative and dynamic work environment, with a strong focus on teamwork and knowledge-sharing. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. Our work environment is characterized by: A strong focus on teamwork and collaboration, with a emphasis on open communication and mutual respect. A dynamic and fast-paced work environment, with a constant stream of new challenges and opportunities. A commitment to diversity and inclusion, with a workforce that reflects the diversity of our customers and communities. A range of employee benefits and perks, designed to support your well-being and quality of life. Compensation, Perks, and Benefits As a Day Shift Customer Technical Support Specialist at blithequark, you will be rewarded with a competitive salary and a range of benefits, including: Comprehensive health and wellness program, with access to medical, dental, and vision coverage. Generous paid time off policy, with a focus on work-life balance and employee well-being. Opportunities for professional development and career advancement, with a clear path for progression within our organization. Access to a range of employee perks and discounts, including technology discounts and employee recognition programs. Conclusion If you are a motivated and customer-focused individual with a passion for technology and technical support, we encourage you to apply for the Day Shift Customer Technical Support Specialist role at blithequark. With a strong focus on career growth and development, a positive and inclusive company culture, and a range of benefits and perks, this is an opportunity not to be missed. Join our team and take the first step towards a rewarding and challenging career in technical support. Apply for this job