Are you passionate about technology and helping others? Do you have a knack for troubleshooting and problem-solving? If so, we invite you to join blithequark's dynamic team as a Service Desk Specialist/Live Chat Agent. In this critical role, you will play a vital part in ensuring the smooth operation of the myColorado application, providing top-notch support to our users through live chat and other channels.
**About blithequark**
blithequark is a leading innovator in the field of mobile application development, dedicated to creating cutting-edge solutions that make a real difference in people's lives. Our team is passionate about technology, collaboration, and customer satisfaction. We're committed to fostering a culture of innovation, inclusivity, and growth, where every team member has the opportunity to thrive and make a meaningful contribution.
**Job Summary**
As a Service Desk Specialist/Live Chat Agent, you will be the first point of contact for users experiencing issues with the myColorado application. Your primary responsibility will be to provide Tier I support, troubleshooting, and problem resolution in a timely and efficient manner. You will work closely with our team to ensure that all incidents are properly documented, reported, and resolved in accordance with our standard operating procedures.
**Responsibilities**
* Provide Tier I support and customer assistance for the myColorado mobile application, utilizing chat tools and other channels to engage with users.
* Troubleshoot, reproduce, report, and resolve issues in both iOS and Android operating systems, using your technical expertise and problem-solving skills.
* Install the myColorado software on supported devices, following defined procedures, processes, and methods.
* Employ Incident Management procedures to enter tickets into the required tracking system, ensuring that all incidents are properly documented and reported.
* Collaborate with our team to resolve complex issues, escalating them when necessary to ensure timely resolution.
* Stay up-to-date with the latest developments in mobile application support, attending training sessions and workshops to enhance your skills and knowledge.
**Minimum Qualifications**
* One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.
* OR 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.
**Substitutions**
* Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.
* Additional appropriate education will 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 will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.
**Preferred Qualifications**
* Jira experience.
* ITIL Certification.
* Agile and scrum methodology experience.
* Government work experience.
* Apple and Google Play Store experience.
* Use of diagnostic tools and knowledge of diverse range of mobile device makes and models.
**Work Schedule**
* Training: Monday - Friday, 9AM - 6PM, for 3 weeks.
* Permanent schedule: Tuesday through Saturday, 9AM - 6PM.
**Remote Work**
* This is a remote location from anywhere in CO.
* All remote work must be performed in Colorado.
* We will not consider out-of-state candidates who are looking to relocate to Colorado for this position.
**Career Growth Opportunities and Learning Benefits**
At blithequark, we believe in investing in our team members' growth and development. As a Service Desk Specialist/Live Chat Agent, you will have access to:
* Ongoing training and professional development opportunities.
* Mentorship and coaching from experienced team members.
* Opportunities for career advancement and specialization.
* A dynamic and supportive work environment that fosters collaboration and innovation.
**Work Environment and Company Culture**
blithequark is committed to creating a culture of inclusivity, respect, and open communication. Our team is passionate about technology, customer satisfaction, and making a positive impact on our community. We offer a flexible and remote work environment, with a focus on work-life balance and employee well-being.
**Compensation, Perks, and Benefits**
We offer a competitive compensation package, including:
* A salary range of $45,000 - $60,000 per year, depending on experience.
* Comprehensive benefits, including medical, dental, and vision insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
* Opportunities for professional development and career advancement.
**How to Apply**
If you're passionate about technology, customer satisfaction, and making a difference, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
blithequark is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives.
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