Introduction to blithequark blithequark is a pioneering specialist agency that has been at the forefront of providing innovative outsourcing solutions to agencies, software vendors, and website owners for over seven years. Our commitment to delivering high-quality technical, operational, and back-office support has earned us a reputation as a trusted partner in the industry. With a large team of skilled and passionate professionals, we are dedicated to making a positive impact for our clients and fostering a culture of excellence and continuous learning. Position Overview We are seeking a highly skilled and committed Level 1 Chat Support Agent to join our dynamic remote team at blithequark. As a key member of our customer support team, you will play a vital role in assisting customers through live chat, addressing their inquiries, and ensuring a positive support experience. This position is an ideal fit for individuals with exceptional communication skills, a passion for helping others, and a desire to grow into technical support roles. If you are a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we encourage you to apply for this exciting role at blithequark. Key Responsibilities Provide top-notch support to customers through live chat, addressing a wide range of inquiries, including processing payments and billing issues, account access issues, modifying plans and add-ons, processing cancellations and refunds, updating account information, and answering questions about different pricing plans available to customers. Handle 2-3 concurrent live chats, ensuring timely and effective resolution of customer queries and maintaining a high level of customer satisfaction. Utilize help desk tools like Help Scout, Intercom, Freshdesk, or Zendesk to manage customer interactions and resolve issues efficiently. Collaborate with internal teams to resolve complex customer issues, escalating problems when necessary and ensuring seamless communication and follow-up. Continuously update knowledge and skills to stay current with industry trends, product developments, and best practices in customer support, contributing to the growth and improvement of blithequark's support services. Essential Qualifications Over 3 years of experience in Level 1 chat support, with a proven track record of handling billing and account-related queries and providing exceptional customer service. Proficiency in using help desk tools like Help Scout, Intercom, Freshdesk, or Zendesk, with the ability to quickly learn and adapt to new systems and technologies. Exceptional written and verbal English communication skills, with the ability to craft clear, concise, and empathetic responses to customer inquiries. Experience supporting customers using WordPress is desirable, although not essential, with a willingness to learn and develop skills in this area. Preferred Qualifications Previous experience in a remote work environment, with a self-motivated and disciplined approach to work and a strong ability to work independently. Familiarity with customer support metrics and benchmarks, with a focus on continuously improving performance and contributing to the achievement of team goals. Basic technical knowledge, with an understanding of software applications, operating systems, and hardware, and a willingness to develop technical skills and knowledge. Skills and Competencies Communication skills: Excellent written and verbal communication skills, with the ability to craft clear, concise, and empathetic responses to customer inquiries. Technical skills: Proficiency in using help desk tools, with basic technical knowledge and a willingness to develop technical skills and knowledge. Problem-solving skills: Strong problem-solving skills, with the ability to analyze complex customer issues, identify solutions, and implement effective resolutions. Time management skills: Excellent time management skills, with the ability to handle multiple concurrent live chats, prioritize tasks, and manage time effectively in a fast-paced environment. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members, providing opportunities for continuous learning, professional development, and career advancement. As a Level 1 Chat Support Agent, you will have the opportunity to develop your skills and knowledge, with potential for growth into technical support roles and other areas of the business. Our comprehensive training program, paired with regular feedback and coaching, will ensure that you have the tools and support needed to succeed in your role and achieve your career goals. Work Environment and Company Culture blithequark is dedicated to fostering a positive and supportive work environment, with a strong focus on work-life balance, employee well-being, and respectful communication. Our remote work arrangement offers flexibility and autonomy, allowing you to work from the comfort of your own home and manage your schedule effectively. With a collaborative and dynamic team, you will be part of a community that values open communication, teamwork, and mutual respect, with opportunities to build strong relationships with colleagues and contribute to the growth and success of the company. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, with a salary range of ?30,000 - ?35,000 per month, depending on experience and performance. In addition to a comprehensive benefits package, including paid training, equipment provided, and HMO, you will also enjoy a range of perks, including a fully remote work arrangement, flexible scheduling, and opportunities for professional development and growth. With a focus on employee satisfaction and well-being, we strive to create a positive and supportive work environment that allows our team members to thrive and succeed. Conclusion If you are a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we encourage you to apply for the Level 1 Chat Support Agent role at blithequark. With a commitment to excellence, a passion for innovation, and a focus on employee growth and development, we offer a unique and exciting work environment that will allow you to thrive and succeed. Join our dynamic team and contribute to the success of blithequark, while developing your skills, knowledge, and career prospects in a fast-paced and rapidly evolving industry. Apply for this job