**Experienced Full Stack Customer Support Specialist – Policy and Online Learning Solutions**

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of first responders and public servants? Do you have a knack for troubleshooting technical issues and providing top-notch support? If so, we invite you to join our dynamic team at blithequark as a Full Stack Customer Support Specialist – Policy and Online Learning Solutions. **About blithequark** At blithequark, we're dedicated to creating safer communities and empowering the individuals on the front lines with market-leading content and technology. Our mission-driven team works closely with law enforcement, fire, EMS, corrections, and local government professionals to tailor our solutions to better address today's challenges and keep first responders coming home safely at the end of each shift. As a Full Stack Customer Support Specialist, you'll play a critical role in delivering exceptional support to our customers, helping them navigate our online learning solutions and policy management platforms. **The Role** As a Full Stack Customer Support Specialist, you'll be responsible for providing responsive support to first responder clients via phone, email, and chat. You'll troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration. You'll also take ownership of software incident management, working closely with our development team to resolve issues and improve platform performance. **Key Responsibilities** * Provide exceptional customer support via phone, email, and chat, resolving technical and administrative inquiries in a timely and professional manner * Troubleshoot technical issues, document and categorize support tickets, and monitor feedback and trends for cross-departmental collaboration * Take ownership of software incident management, working closely with our development team to resolve issues and improve platform performance * Collaborate with our Customer Solutions team to ensure seamless support and resolution of customer issues * Develop and maintain in-depth knowledge of our online learning solutions and policy management platforms * Provide training and support to internal users on our products and services * Participate in cross-functional teams to identify and implement process improvements **Requirements** * 2 years of experience in software or SaaS technical support or a related customer support field * Minimum of one year of Salesforce experience * Professional verbal and written communication skills * Ability to provide superior customer service * Desire to grow within the company * Work well in a team environment * GED/High School Diploma * Good job stability **Preferred Experience** * Experience with a content management platform: you have provided customer support for a content management platform * First responder experience or background working with first responders or working in the first responder software industry is a definite plus **Target Outcomes/Target Results** * Improve customer experience * 10-20 customer issues resolved on a daily basis * Maintain an exceptional customer satisfaction (CSAT) score * Minimize average handle time * Maximize first call resolution percentage **Employee Value Proposition** * The Customer Success Associate team is uniquely positioned to provide exceptional employees ample career opportunities for career progression and promotion, as well as lateral career moves across the organization. * blithequark is committed to staff growth and development and is looking to scale the impact of our work on the audience, as well as the company. * Our leadership team and company culture hold and exemplify values of: Integrity, Service, Innovation, Collaboration, Empowerment, and Ownership * Good work/life balance for our team members. * Collaborative team effort in which we support and assist each other. * Comprehensive benefits package. * Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc. * A collaborative and mission-driven work environment. * Opportunity to be a change agent in a continually evolving company. * Health Insurance, Education benefits, and 401k **The Environment** * Our team is highly productive and works with urgency every day to serve the needs of public safety professionals. * Individuals who seek out additional responsibilities and have an action-oriented mindset thrive on this team. * We celebrate successful collaborations, give praise publicly and frequently, want to learn from one another and are dedicated to each member of the team maximizing their potential. * Collaborative team effort in which we support and assist each other. * Comprehensive benefits package. * Professional development opportunities, such as internal training, access to LinkedIn Learning by request, mentorship programs, etc. * A collaborative and mission-driven work environment. * Opportunity to be a change agent in a continually evolving company. * Health Insurance, Education benefits, and 401k **Compensation and Benefits** * blithequark offers a competitive base salary, monthly, quarterly, or annual incentive and a comprehensive benefits package including 401(k) with Company match and a flexible paid time off plan. * This role pays $24/hour which equivocates to $49,920 per year. **How to Apply** If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of first responders and public servants, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! [Apply for the job now!]( [Apply for this job]( Apply for this job