Experienced Customer Support Specialist I – Proprietary Case Management System Support

Are you passionate about delivering exceptional customer experiences and resolving complex technical issues? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark, a leading provider of innovative software solutions, as an Experienced Customer Support Specialist I. At blithequark, we're committed to empowering individuals and organizations with the tools they need to succeed. Our cutting-edge software solutions have made a meaningful difference in the lives of vocational counsellors and the individuals they serve. With a rich history dating back to 1981, blithequark has established itself as a trusted partner in delivering exceptional customer service, technical support, and the highest standards of security and data compliance. As a valued member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for delivering outstanding customer experiences. Our remote work model allows you to work from anywhere in the US, providing you with the flexibility and autonomy to manage your work-life balance. A Glimpse into Our Company Culture blithequark was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft's global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio. Your Day-to-Day Responsibilities As an Experienced Customer Support Specialist I, your primary focus will be on providing resolutions to end-users (customers) by performing question diagnosis and guiding them through step-by-step solutions. You'll clearly communicate technical solutions in a user-friendly and professional manner, providing software demonstrations on functionality and new features for current and potential customers. Additionally, you'll assist in setting up system environments and troubleshoot support issues of a proprietary case management system. Key Responsibilities: * Troubleshoot support issues of a proprietary case management system * Utilize internal and external tools to achieve a positive outcome for our customers * Assist on-premise and hosted customers in updating and maintaining their systems, including add-on products to meet federal reporting or accessibility requirements * Demonstrate the ability to adapt to an ever-changing software development life cycle, including modern technologies and requirements * Maintain quality case documentation, including formatting standards and styles * Maintain case movement expectations * Understand specifications and basic code reading skills * Depend on others for instruction, guidance, and direction * Communicate clearly for assigned duties both written and spoken * Provide timely updates on assigned work to relevant stakeholders Supervisory Responsibilities: * None Requirements: * Required to participate in daily scrums * Required to participate in weekly support triages * Required to participate in support training activities * Ability to collaborate with customers on issues and inquires with moderate supervision * Ability to work cases within contractual service level agreements * Ability to perform duties as a Project Implementation Support Assistant * Proficient in Microsoft Office; Word, Excel, PowerPoint, and Teams Preferred Education and Experience: * High school diploma or GED required * Associate Degree or equivalent years of experience * 2 years' experience in customer support * Previous experience supporting a proprietary database software * Basic understanding of relational database management systems (RDBMS) * Basic understanding of the software development life cycle (SDLC) * Basic networking knowledge to include connectivity, TCP-IP, DHCP, DNS, LAN/WAN * Basic understanding of Microsoft SQL Server to include creating basic select queries and reading stored procedures * Basic understanding of Microsoft Internet Information Server (IIS) * Basic understanding of analytics using Power BI or Tableau * Basic Programming Skills or Visual Studio experience * Familiarity with Vocational Rehabilitation Travel Required: * None Physical Requirements: * Prolonged periods sitting at a desk and working on a computer * Operation of a computer and typical office machinery * Must be able to lift up to 15 pounds at times Benefits: * Health Care Plan (Medical, Dental & Vision) * Retirement Plan (401k, IRA) * Life Insurance (Basic, Voluntary & AD&D) * Paid Time Off (Vacation, Sick & Public Holidays) * Work From Home * Wellness Resources * Short Term Disability Why Join blithequark? At blithequark, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in fostering a culture of continuous learning and growth, where our employees can develop their skills and expertise. If you're passionate about delivering exceptional customer experiences and resolving complex technical issues, we invite you to. : If you're ready to take your career to the next level, please through our website. We can't wait to hear from you! [](