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 recognize the importance of providing exceptional support to our users. That's why we're seeking a highly skilled and enthusiastic Service Desk Specialist/Live Chat Agent to join our team. As a critical member of our service desk team, you will play a vital role in ensuring the smooth operation of our mobile application, myColorado, and providing top-notch assistance to our users through live chat and other support channels. Job Overview We are looking for a talented individual who is passionate about technology, customer service, and teamwork. As a Service Desk Specialist/Live Chat Agent at blithequark, you will be responsible for providing Tier I support and customer assistance for our mobile application, troubleshooting issues, and resolving problems in a timely and professional manner. If you have a strong technical background, excellent communication skills, and a passion for helping others, we encourage you to apply for this exciting opportunity. Key Responsibilities Provide Tier I support and customer assistance for our mobile application, myColorado, via live chat, phone, and other support channels Troubleshoot, reproduce, report, and resolve technical issues related to the application on both iOS and Android operating systems Install and configure the myColorado software on supported devices, following defined procedures and processes Employ Incident Management procedures to enter tickets into our tracking system and ensure timely resolution of issues Collaborate with other teams, including development and quality assurance, to identify and resolve technical issues Stay up-to-date with the latest developments and updates related to our mobile application and operating systems Minimum Qualifications To be considered for this role, you must have: At least one year of professional experience in an occupational field related to mobile application support, such as technical support, customer service, or a related field OR an Associate's degree from an accredited institution in a field of study related to the work assignment, such as Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees Substitutions In addition to the minimum qualifications, we also consider substitutions, including: Additional, appropriate paid or unpaid experience that can substitute for the required education on a year-for-year basis Additional appropriate education that 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 Preferred Qualifications While not required, we prefer candidates with: Experience with Jira, a project management and issue tracking tool ITIL Certification, which demonstrates expertise in IT service management Agile and scrum methodology experience, which is essential for our development and support teams Government work experience, which can be beneficial in understanding our application and user base Familiarity with the Apple and Google Play Store, as well as diagnostic tools and knowledge of a diverse range of mobile device makes and models Career Growth Opportunities and Learning Benefits 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: Ongoing training and professional development opportunities to enhance your technical and customer service skills Mentorship and coaching from experienced team members Opportunities to collaborate with other teams and contribute to the development of our mobile application A dynamic and supportive work environment that encourages innovation and creativity Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote team member, you will be part of a distributed team that values: Collaboration and teamwork Open communication and transparency Flexibility and work-life balance Continuous learning and professional growth Compensation, Perks, and Benefits We offer a competitive compensation package, including: A salary range that reflects your experience and qualifications Comprehensive benefits, including health, dental, and vision insurance Retirement savings plan and matching contributions Generous paid time off and holidays Opportunities for professional development and growth Conclusion If you are a motivated and tech-savvy individual who is passionate about providing exceptional customer service and support, we encourage you to apply for this exciting opportunity at blithequark. As a Service Desk Specialist/Live Chat Agent, you will play a critical role in ensuring the success of our mobile application and providing top-notch support to our users. Don't miss out on this chance to join our dynamic team and contribute to the growth and development of our organization. Apply now to take the first step in your new career! Apply for this job