Experienced Service Desk Specialist and Live Chat Agent for Mobile Application Support – Remote Opportunity in Colorado

Introduction to blithequark At blithequark, we are passionate about harnessing the power of technology to make a positive impact on people's lives. As a leader in our industry, we are committed to delivering exceptional service and support to our users. We are now seeking a highly skilled and dedicated Service Desk Specialist/Live Chat Agent to join our team, providing critical assistance to ensure the smooth operation of our mobile application. If you are a tech-savvy individual with a passion for helping others, we encourage you to apply for this exciting opportunity. Job Overview As a Service Desk Specialist/Live Chat Agent at blithequark, you will play a vital role in providing Tier I support and customer assistance for our mobile application. You will be responsible for troubleshooting, reproducing, reporting, and resolving problems in both iOS and Android operating systems. Your expertise will be essential in ensuring that our users have a seamless experience with our application. This is a remote opportunity, and you will be required to work from anywhere in Colorado, with a schedule that includes training and permanent shifts. Key Responsibilities Provide Tier I support and customer assistance for our mobile application via live chat, ensuring timely and effective resolution of user queries and issues. Troubleshoot, reproduce, report, and resolve problems in both iOS and Android operating systems, using diagnostic tools and knowledge of diverse range of mobile device makes and models. Install software on supported devices, following defined procedures, processes, and methods. Employ Incident Management procedures to enter tickets into the required tracking system, ensuring accurate and efficient issue resolution. Collaborate with internal teams to resolve complex issues, providing excellent communication and problem-solving skills. Stay up-to-date with the latest developments in mobile technology, applying this knowledge to improve our support services and enhance the user experience. Qualifications and Requirements To be successful in this role, you will need to meet the following minimum qualifications: One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support. OR an Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees. In addition to these minimum qualifications, we prefer candidates with: Jira experience, with the ability to navigate and utilize this tool effectively. ITIL Certification, demonstrating a commitment to IT service management best practices. Agile and scrum methodology experience, with a understanding of iterative and incremental software development. Government work experience, with knowledge of public sector IT systems and processes. Apple and Google Play Store experience, with familiarity with mobile application development and deployment. Use of diagnostic tools and knowledge of diverse range of mobile device makes and models, with the ability to troubleshoot and resolve complex technical issues. Substitutions We recognize that candidates may have different backgrounds and experiences, and we are willing to consider substitutions for the required education and experience. These may include: Additional, appropriate paid or unpaid experience, which can substitute for the required education on a year-for-year basis. Additional appropriate education, which can substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications. Training or Certification related to the work assigned to the position, which can be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications. Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Technical skills : Proficiency in mobile operating systems, including iOS and Android, with the ability to troubleshoot and resolve technical issues. Communication skills : Excellent written and verbal communication skills, with the ability to effectively communicate with users and internal teams. Problem-solving skills : Strong problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions. Collaboration skills : Ability to work collaboratively with internal teams, including development, operations, and quality assurance. Adaptability : Ability to adapt to changing priorities and deadlines, with a flexible and proactive approach to work. Career Growth and Learning Opportunities At blithequark, we are committed to the growth and development of our employees. As a Service Desk Specialist/Live Chat Agent, you will have access to a range of training and development opportunities, including: Comprehensive training program, covering our mobile application, IT systems, and processes. Ongoing professional development, with opportunities to attend industry conferences, workshops, and webinars. Mentorship and coaching, with experienced colleagues and managers who can provide guidance and support. Opportunities for career advancement, with a range of roles and responsibilities available within our organization. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive work environment. As a remote employee, you will be part of a distributed team, with opportunities to collaborate and connect with colleagues from across the organization. Our company culture is built on the following values: Respect : We respect each other, our users, and our community, with a commitment to diversity, equity, and inclusion. Innovation : We encourage innovation and creativity, with a focus on finding new and better ways to deliver our services. Collaboration : We work collaboratively, with a focus on teamwork, communication, and mutual support. Accountability : We are accountable for our actions, with a commitment to transparency, integrity, and responsibility. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits, including: Competitive salary, with opportunities for growth and advancement. Comprehensive benefits package, including health, dental, and vision insurance. Retirement savings plan, with employer matching contributions. Flexible work arrangements, with opportunities for remote work and flexible scheduling. Professional development opportunities, with a range of training and development programs. Conclusion If you are a motivated and tech-savvy individual, with a passion for helping others, we encourage you to apply for this exciting opportunity. As a Service Desk Specialist/Live Chat Agent at blithequark, you will be part of a dynamic team, with opportunities to grow and develop your skills and career. Don't miss out on this chance to join our team and make a positive impact on the lives of our users. Apply now to take the first step in your new career! Apply for this job