Customer Support Representative

About Us: BLOX Digital, a Division of Lee Enterprises; is an industry leader in digital solutions for news and broadcast media. We believe in providing exceptional customer experiences that leave a lasting positive impression. We are committed to understanding and meeting the needs of our customers, ensuring their satisfaction with every interaction. We are looking for a passionate and empathetic Customer Support Representative who shares our dedication to excellence in customer service.

Position Overview: As a Customer Support Representative, your primary responsibility will be to provide top-tier assistance to our customers, ensuring their satisfaction with our services. You will act as the voice of the company, resolving issues, answering inquiries, and fostering positive relationships with our customers. Your goal is to create memorable experiences that exceed customer expectations and contribute to our overall success.

Key Responsibilities:

• Customer Assistance: Respond promptly to customer inquiries via phone or Sales Force cases, providing timely, accurate, and helpful information.
• Communication: We expect you to be comfortable troubleshooting with customers via outbound calls and Microsoft Teams meetings as well as when you’re receiving inbound calls.
• Problem Resolution: Actively listen to customers’ concerns, identify the root cause of issues, and offer effective solutions in a professional and friendly manner.
• Customer Satisfaction: Ensure every customer interaction leads to a positive experience. Strive to exceed customer expectations by offering personalized, thoughtful solutions and maintaining a high level of empathy.
• Product Knowledge: Stay informed about BLOX Digital products and services to provide accurate and relevant information to customers. Share best practices and guidance to help customers fully utilize and enjoy their purchases.
• Customer Advocacy: Represent customer interests by relaying concerns and feedback to management and relevant departments, contributing to the development of better solutions.
• Documentation: Accurately document customer interactions, issues, and resolutions in Sales Force to ensure effective follow-up and tracking of recurring problems.
• Continuous Improvement: Participate in ongoing training and development sessions to improve product knowledge and enhance customer support skills.
  
  
  

Qualifications:

• Communication Skills: Excellent verbal and written communication skills, with the ability to express complex ideas clearly and concisely.
• Basic Troubleshooting Skills: Ability to diagnose and resolve common technical issues, such as connectivity problems, software bugs, or user configuration errors, either remotely or by guiding customers through steps.
• Empathy and Patience: Demonstrated ability to remain calm, patient, and empathetic when addressing customer concerns, especially in challenging situations.
• Problem-Solving: Strong critical thinking and problem-solving skills with a focus on finding solutions that prioritize customer satisfaction.
• Customer-Centric Attitude: A genuine desire to help others and make a positive impact on the customer experience.
• Team Player: Ability to collaborate effectively with colleagues and other departments to resolve issues and improve processes.
• Attention to Detail: High attention to detail, ensuring that all customer interactions are handled efficiently and accurately.
  
  
  

Preferred Qualifications:

• Familiarity with technical support tools
• Comfortable reading, interpreting, and utilizing technical documentation, FAQs, and knowledge base articles to assist customers and solve problems
• Previous customer support or service experience in a fast-paced environment
• Familiarity with Sales Force Service Desk
• Knowledge of BLOX CMS or BLOX Digital products is a plus
  
  
  

Pay: $24.00 – 26.50 per hour

Why Join Us?

BLOX Digital offers competitive wages in a dynamic, interesting work environment with career growth opportunities. We offer an extensive benefit program that can be personalized to your needs. Our benefit program includes medical, dental, vision, short and long-term disability, company provided life insurance and supplemental life insurance. In addition, we offer a 401K retirement plan with company match. We also offer generous paid time off to allow the flexibility to balance personal life and work. This includes paid parental leave for new parents.

BLOX Digital is a leading digital solutions provider for media organizations across the United States and beyond. Our comprehensive suite of solutions encompasses everything from content management systems to managed digital advertising services, ensuring that you have access to the latest technology and strategies to succeed in today's ever-changing media landscape. BLOX Digital is majority owned by Lee Enterprises.

Lee Enterprises is a major subscription and advertising platform and a leading provider of local news and information, with daily newspapers, rapidly growing digital products and nearly 350 weekly and specialty publications serving 72 markets in 25 states. Our core commitment is to provide valuable, intensely local news and information to the communities we serve.

BLOX Digital & Lee Enterprises is proud to be an equal opportunity employer. We respect and celebrate diversity and are committed to creating an inclusive environment for all employees. For more information about Lee, check us out at www.lee.net.

We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications above, we encourage you to apply.

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