Experienced Service Desk Specialist/Live Chat Agent – Mobile Application Support

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. Apply for this job