**Experienced Customer Support Specialist – Balance Support at blithequark**

Are you a customer-centric professional with a passion for delivering exceptional service and resolving complex issues? Do you thrive in a dynamic, fast-paced environment where no two days are the same? If so, we invite you to join blithequark as an Experienced Customer Support Specialist – Balance Support. In this role, you will be the frontline ambassador for our customers, providing accurate solutions to queries and concerns while driving key support metrics and contributing to the creation of a distinctive customer service culture. **About blithequark** blithequark is a digital platform offering an easy and convenient way to access on-demand earnings early. Our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. We are passionate about our mission to improve financial wellness and boost business productivity by giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday. **Our Core Values** At blithequark, we live by four core values that guide our decisions and actions: * **Humility**: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. * **Grit**: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. * **Raising the Bar**: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. * **Striving for Growth**: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. **Responsibilities** As an Experienced Customer Support Specialist – Balance Support, you will be responsible for: * **Responsive Customer Engagement**: Respond promptly to incoming customer inquiries with a focus on delivering accurate and satisfactory responses to their inquiries and concerns. * **Customer Satisfaction Champion**: De-escalate situations involving dissatisfied customers by providing patient assistance and empathy, ensuring a positive experience. * **Product Knowledge Mastery**: Develop a profound understanding of our customer-facing features, portals, functionalities, and integration processes. Articulate these details clearly and concisely to customers. * **Guided Troubleshooting/Education**: Guide customers through troubleshooting processes, assisting them in navigating the blithequark app and utilizing our products or services effectively. * **Metrics Improvement**: Drive key customer support metrics, including first response time, full resolution time, and Customer Satisfaction Ratings, to enhance overall service quality. * **Cross-Functional Collaboration**: Collaborate seamlessly with internal teams such as Customer Support, Account Management, and Onboarding Managers to identify, troubleshoot, and efficiently resolve issues. * **Team Collaboration**: Work closely with other call center professionals to continuously enhance customer service standards through shared insights and best practices. * **Exceptional Customer Experience**: Create a distinctive customer experience that sets blithequark apart, leaving customers with a positive and lasting impression. * **Payroll Software Expertise**: Be proficient in processing reports from various payroll software, understanding the intricacies involved in managing payroll systems. * **Time Clock Functionality**: Understand the functionality of time clock programs, applying this knowledge to effectively address customer queries and provide tailored support. * **Report Management**: Comfortably run, export, and upload reports, displaying technical competency in managing data related to time clock, payroll, and earned wage access systems. **Requirements** To be successful in this role, you will need: * **Availability**: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements * **Professional Experience**: Proven track record in a comparable customer support role, ideally within the fintech industry or a related field. * **Technical Proficiency**: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools. Advanced understanding of time clock and payroll systems, displaying expertise in troubleshooting and navigating these platforms effectively. * **Payroll Software Proficiency**: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively. * **Time Clock Functionality**: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions. * **Report Management Skills**: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems. * **Problem-Solving Skills**: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues. * **Communication Proficiency**: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers. * **Customer-Centric Mindset**: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues. * **Adaptability**: Ability to work independently and collaboratively in a dynamic, fast-paced environment. Proficient in managing multiple priorities and meeting Service Level Agreements (SLAs). **What We Offer** As a member of the blithequark team, you can expect: * **Competitive Compensation**: $19/hour. * **Paid Time Off**: Enjoy a generous PTO policy to recharge and refocus. * **Health Insurance**: Comprehensive health insurance to support your physical and mental well-being. * **Dental Insurance**: Access to dental insurance to maintain a healthy smile. * **Vision Insurance**: Comprehensive vision insurance to protect your eyesight. * **401K Match**: A 401K matching program to support your long-term financial goals. **Equal Employment Opportunity Policy** blithequark is an equal employment opportunity employer. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. Apply for this job