Experienced Technical Support and Customer Service Specialist for a Dynamic Financial Services Firm - Delivering Exceptional Client Experiences through Effective Problem-Solving and Technical Expertise

Introduction to blithequark

blithequark is an independent investment financial advisory firm that specializes in retirement planning, investment advising, and 401(k) management with a direct approach to financial planning. As a high-growth, private equity-backed, multi-branch Registered Investment Advisor, blithequark delivers long- and short-term investment planning solutions and advice to help clients achieve their goals and plan strategically for retirement. Founded in Sacramento, California, in 1993, blithequark is primarily a fee-based, employee-centric fiduciary advisory firm that prides itself on emphasizing client well-being and education.

About the Role

We are seeking an experienced and skilled Technical Support and Customer Service Specialist to join our team at blithequark. As the first point of contact for our associates, you will handle inbound calls, emails, and chat inquiries in a courteous, timely, and professional manner, ensuring each interaction reflects our team's dedication to transparency and client care. This is a full-time, in-office position that requires a unique blend of technical expertise, problem-solving skills, and exceptional customer service abilities.

Key Responsibilities

• Deliver an exceptional client experience: Serve as the primary point of contact for blithequark associates, handling inbound calls, emails, and chat inquiries in a courteous, timely, and professional manner.
• Identify and diagnose technical issues: Capture, validate, and triage user issues; identify and classify incident types and service interruptions; and use remote tools and diagnostic utilities to resolve problems.
• Resolve or escalate issues appropriately: Provide first-line investigation and diagnosis to resolve incidents quickly; if issues cannot be resolved, document them thoroughly and liaise with Level 2 support or vendors as needed.
• Manage service requests: Log all incidents and requests in the ticketing system (JIRA), categorizing and recording queries and outcomes.
• Assist with onboarding and integration: Work with HR and integration teams to ensure a seamless onboarding experience for new associates.
• Maintain data security and compliance: Strictly follow policies for handling confidential client data; comply with regulatory requirements and the firm's privacy and security policies.
• Provide proactive service and education: Offer essential online security advice and guidance; assist users with self-service resources and promote best practices. Identify recurring issues and suggest process improvements.
• Collaborate and communicate: Participate in team meetings, share knowledge and insights with colleagues and product teams, and assist with special projects or deployment activities as assigned.

Essential Qualifications

• At least one year of experience in technical support or customer service role; experience with system support and deployment is highly desirable.
• Bachelor's degree in information technology or a related discipline (or equivalent experience).
• Technical proficiency: Familiarity with Windows and macOS desktop operating systems; basic knowledge of M365, Azure, and server environments; experience installing and configuring hardware/software; and exposure to network infrastructure support. Hands-on experience in Windows administration, Zoom setup, MS 365, including SharePoint, Entra, and Exchange.
• Communication skills: Ability to read, speak, and write English fluently; excellent verbal and written communication skills and strong client-service orientation.
• Organizational skills: Ability to multi-task across multiple systems and screens while speaking with clients; strong problem-solving skills and attention to detail. Capable of managing a high volume of requests and meeting service-level agreements.
• Interpersonal qualities: Demonstrated professionalism, empathy, patience, and customer-focused attitude; ability to thrive in a fast-paced environment and remain calm under pressure.
• Compliance and confidentiality: Adherence to policies and procedures for handling confidential information; willingness to submit to background checks and meet any licensing or bonding requirements common in financial services roles.

Preferred Qualifications

• Experience in the financial services industry (e.g., working with registered investment advisers, broker-dealer operations, or banking clients) and understanding of regulatory obligations.
• Knowledge of CRM and document management systems.
• Experience with remote management tools (e.g., Screen Connect) and ticketing platforms.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our associates. As a Technical Support and Customer Service Specialist, you will have access to ongoing training and professional development opportunities to enhance your technical skills and knowledge. Our goal is to provide a collaborative and creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.

Work Environment and Company Culture

blithequark is a dynamic and fast-paced work environment that values innovation, teamwork, and exceptional client service. We strive to maintain a positive and inclusive work culture that fosters open communication, creativity, and growth. As a member of our team, you will be part of a talented and dedicated group of professionals who are passionate about delivering exceptional results and making a meaningful impact in the financial services industry.

Compensation, Perks, and Benefits

We offer a competitive base pay and an extensive benefits package, including:

• Medical, dental, and vision insurance
• Optional supplemental benefits
• Healthcare savings accounts with company contribution
• Flexible spending accounts
• Flexible working arrangements
• Generous 401K contributions
• Exempt associates qualify for our flexible paid time off policy
• Non-Exempt associates will receive 15 days of paid time off annually during the first three years of employment
• 11 Paid Holidays
• Option to participate in our Equity Purchase Program
• Future growth opportunities within the company

Conclusion

If you are a motivated and skilled technical support and customer service professional looking for a challenging and rewarding role in a dynamic financial services firm, we encourage you to apply for this exciting opportunity at blithequark. As a Technical Support and Customer Service Specialist, you will play a critical role in delivering exceptional client experiences and supporting the growth and success of our business. Join our team and take the first step towards a fulfilling and successful career in the financial services industry.