Experienced Customer Support Technical Specialist – Cloud HCM Application Support and Technical Troubleshooting Expert

Introduction to blithequark blithequark is a leading global human capital management (HCM) company, dedicated to making work life better for employees, customers, partners, and communities worldwide. With operations spanning across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region, we offer a unified Cloud HCM platform that drives efficiency, productivity, and compliance for the global workforce. Our award-winning platform is built on a unified solution database and continuous calculation engine, providing a robust foundation for our customers to manage their human capital effectively. About the Position We are seeking an experienced Customer Support Technical Specialist to join our team, reporting to the Customer Support Manager. As a key member of our customer support team, you will be responsible for delivering business-to-business application support to blithequark customers, collaborating with client administrators, and third-party vendors to champion customer priorities and drive integration incidents to closure. Your excellent analytical, technical, and functional problem-solving skills, combined with a keen business sense, will enable you to deliver top-notch customer-focused support. Key Responsibilities Leverage strong analytical and problem-solving skills to efficiently resolve incidents and provide timely incident updates to customers Maintain the highest level of customer satisfaction by providing proactive support and consistently exceeding customer expectations Reproduce and meticulously document software defects, contributing to the support knowledge base and enhancing the customer support experience Optimize internal processes and procedures, identifying areas for improvement and implementing changes to increase efficiency and effectiveness Develop solid product and domain expertise, demonstrating initiative, agility, and follow-through on areas of responsibility Provide peer-to-peer mentoring, identify knowledge gaps, and provide feedback to the leadership team Essential Qualifications Candidate must possess at least a Bachelor's / College Degree in Computer Science / Information Technology, Human Resource Management, or equivalent At least 2-3 years of working experience in helpdesk support, application troubleshooting, or a customer-focused role, or equivalent Strong analytical skills, with a demonstrated ability to bring high complexity customer issues to resolution Ability to work flexible hours and a willingness to work on-call if required Asia Payroll processing knowledge is an advantage Experience with HCM (HR, Payroll, Workforce Management) applications Understanding of relational database systems Superior communication, organizational, and problem-solving skills Previous customer support experience Familiarity with Microsoft Technologies (SQL) will be an advantage Preferred Qualifications Experience working with cloud-based HCM platforms Knowledge of IT service management frameworks and processes Certifications in ITIL, HDI, or equivalent Experience with customer support software and tools Strong understanding of data analysis and reporting Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. We offer excellent training programs, comprehensive wellness initiatives, and recognition through competitive pay and benefits. Our focus is not just on your job but on supporting you to be the best version of yourself. We encourage individuals to apply based on their passions and provide opportunities for you to thrive both in your career and personal life. Work Environment and Company Culture blithequark is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. Our company culture is built on a foundation of inclusivity, respect, and empathy. We believe in creating a work environment that is collaborative, innovative, and supportive, where employees can grow and develop their skills and careers. Compensation, Perks, and Benefits We offer a competitive compensation package, including a comprehensive benefits program, flexible work arrangements, and opportunities for professional growth and development. Our benefits program includes excellent time away from work programs, comprehensive wellness initiatives, and recognition through competitive pay and benefits. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Technical Specialist at blithequark, you will have the opportunity to work with a leading global HCM company, collaborate with a talented team of professionals, and contribute to the success of our customers. Don't miss out on this chance to join our team and take your career to the next level. Apply now to become a part of the blithequark family and start making a difference in the lives of our customers and employees.