Customer Support Analyst at Blockit Now Inc

📍 Job Overview

Job Title: Customer Support Analyst
Company: Blockit Now Inc
Location: McKinney, Texas, United States
Job Type: Full-time
Category: Customer Support & Success
Date Posted: June 20, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: Hybrid (McKinney office required for training)

🚀 Role Summary

The Customer Support Analyst is the initial line of defense supporting customers with their successful adoption of the BlockIt platform. This role plays a key part in ensuring customers maximize the potential of the BlockIt platform by providing seamless communication between customers and internal teams. Key aspects of this role include managing service tickets, troubleshooting issues, and collaborating with internal teams to resolve challenges.

📝 Enhancement Note: This role focuses on customer support and success, with a strong emphasis on technical support, communication, and problem-solving skills. It is an entry-level position that offers opportunities for growth in a fast-paced, innovative healthcare technology environment.

💻 Primary Responsibilities

Manage, troubleshoot, and resolve lower, technical severity tickets using internal resources and independent research as needed.
Collaborate with internal team members to resolve challenging tickets and find new solutions.
Document all activity in appropriate platforms in a timely manner, clearly communicating status, outcome, and ticket details throughout resolution.
Manage individual ticket volume, delivering on contractual SLA's and providing white-glove support to both customers and internal stakeholders.
Provide exceptional customer support, delivering positive CSAT's and meeting individual KPI's.
Escalate tickets to appropriate internal stakeholders/channels when a solution cannot be resolved independently.
Be proactive in finding innovative and effective solutions to support customers, team members, and internal stakeholders.
Build and maintain strong working relationships with internal and external stakeholders.

📝 Enhancement Note: This role requires strong attention to detail, time management, and organizational skills. The ability to identify the root cause, provide troubleshooting, and identify a solution to move forward is crucial for success in this position.

🎓 Skills & Qualifications

Education: High School Diploma or an equivalent education required.

Experience: 1-2 years experience in a Customer Support position or related field required. Experience working in a SaaS, healthcare technology/IT, or healthcare B2B environment highly preferred.

Required Skills:

Excellent interpersonal skills with an emphasis on verbal/written communication, managing relationships, and professionalism.
Strong attention to detail, time management, and organizational skills.
Highly collaborative, innovative, and solution-oriented.
Customer-centric, with a strong desire to resolve customer issues with positive outcomes.
Ability to identify the root cause, provide troubleshooting, and identify a solution to move forward.
Ability to work cross-functionally with internal stakeholders in a fast-paced environment.
Proficient with customer support ticketing systems, help desk platforms, and/or ability to quickly learn new technical platforms. Experience with Zendesk, Slack, and Google Workspace is a plus.

Preferred Skills:

Experience working in a startup environment.
Strong problem-solving skills and a proactive approach to finding solutions.
Ability to maintain poise and work through escalations and/or challenging requests.

📝 Enhancement Note: While not explicitly stated, proficiency in healthcare-specific terminology and processes would be beneficial for this role, given the industry focus of the company.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $35,000 - $45,000 per year (Estimated based on industry standards for entry-level customer support roles in the McKinney, TX area)

Benefits:

Health and Wellness Group Benefits Plan
401K and Matching
Very Progressive PTO policy
Vacation Expense Reimbursement
Access to role-based professional development/training opportunities

Working Hours: Full-time, 40 hours per week. Hybrid schedule after successful training in the McKinney office.

📝 Enhancement Note: The salary range provided is an estimate based on regional market data for entry-level customer support roles. The company offers a competitive compensation package and comprehensive benefits to attract and retain top talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology

Company Size: Small to Medium (51-200 employees)

Founded: 2016

Team Structure:

Customer Support & Success (including this role)
Product & Engineering
Sales & Marketing
Executive Leadership

Development Methodology:

Agile/Scrum methodologies for product development
Collaborative approach to problem-solving and innovation
Strong focus on customer feedback and continuous improvement

Company Website: blockit.com

📝 Enhancement Note: Blockit Now Inc is a growing healthcare technology company focused on open access, seamless integration, and platforming workflows. Their collaborative team culture emphasizes critical thinking, problem-solving, and out-of-the-box innovation.

📈 Career & Growth Analysis

Customer Support Analyst Career Level: Entry-level to intermediate, with opportunities for growth in customer support, team leadership, or cross-functional roles.

Reporting Structure: This role reports directly to the Customer Support Manager and works closely with internal teams, including Product, Engineering, and Sales.

Technical Impact: The Customer Support Analyst plays a crucial role in ensuring customer success and satisfaction with the BlockIt platform. Their work directly impacts user experience, adoption, and retention rates.

Growth Opportunities:

Progression to Senior Customer Support Analyst or Team Lead role.
Transition to other customer success, technical support, or cross-functional roles within the company.
Opportunities for professional development and training to enhance skills and advance career growth.

📝 Enhancement Note: This role offers opportunities for career growth and development within a fast-paced, innovative healthcare technology environment. Success in this position can lead to advancement in customer support, team leadership, or cross-functional roles.

🌐 Work Environment

Office Type: Hybrid (McKinney office required for training, with flexible remote work options afterward)

Office Location(s): McKinney, Texas, United States

Workspace Context:

Collaborative workspace with a focus on team interaction and communication.
Access to role-based tools and resources for effective remote work.
Strong emphasis on work-life balance and flexible scheduling.

Work Schedule: Hybrid schedule after successful training in the McKinney office. Core hours are 9:00 AM to 5:00 PM CST, with flexible scheduling options.

📝 Enhancement Note: Blockit Now Inc offers a flexible, collaborative work environment that prioritizes work-life balance and employee well-being. Their hybrid work arrangement allows for both in-office collaboration and remote work flexibility.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to assess communication skills and cultural fit.
Technical assessment to evaluate problem-solving skills and customer support capabilities.
In-depth behavioral interview to discuss customer support scenarios and team dynamics.
Final interview with the Customer Support Manager or other key stakeholders.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on customer support skills, including active listening, communication, and problem-solving.
Familiarize yourself with customer support ticketing systems, help desk platforms, and relevant healthcare terminology.
Prepare examples of your ability to identify the root cause of issues, troubleshoot, and find effective solutions.

ATS Keywords: (Relevant customer support and healthcare technology keywords will be naturally integrated throughout the application process)

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Applicants should be prepared to discuss customer support scenarios and demonstrate their skills in active listening, empathy, and effective communication.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach, with a strong focus on customer satisfaction and success.
Collaborative and solution-oriented mindset, with a commitment to finding innovative solutions to customer challenges.
Strong attention to detail and a commitment to accurate and timely communication.
Proactive approach to issue resolution and continuous improvement.

Collaboration Style:

Cross-functional collaboration with internal teams, including Product, Engineering, and Sales.
Regular team meetings and check-ins to discuss progress, challenges, and best practices.
Open communication and a focus on active listening and empathy.

📝 Enhancement Note: Blockit Now Inc's customer support team values a customer-centric approach, collaboration, and continuous improvement. They prioritize strong communication, active listening, and effective problem-solving to ensure customer success and satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing high volumes of service tickets while maintaining exceptional customer support standards.
Troubleshooting complex technical issues and collaborating with internal teams to find effective solutions.
Balancing customer support responsibilities with internal team communication and collaboration.

Learning & Development Opportunities:

Opportunities for professional development and training to enhance customer support skills and advance career growth.
Exposure to a wide range of customer support scenarios and challenges in a fast-paced, innovative healthcare technology environment.
Collaboration with internal teams to stay up-to-date with product developments, updates, and best practices.

📝 Enhancement Note: This role offers opportunities for professional growth and development within a dynamic healthcare technology environment. Customer Support Analysts will face technical challenges and have the chance to learn and grow in their role while contributing to customer success and satisfaction.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to troubleshoot a complex technical issue and walk us through your process for identifying the root cause, finding a solution, and communicating the resolution to the customer.
How do you handle escalations or challenging customer support situations? Provide an example and discuss your approach to maintaining poise and finding a positive resolution.
Can you discuss a time when you had to learn a new customer support tool or platform? How did you approach the learning process, and what was the outcome?

Company & Culture Questions:

What attracts you to the customer support role at Blockit Now Inc, and how do you see yourself contributing to our customer success and satisfaction efforts?
How do you approach collaboration and communication with internal teams, including Product, Engineering, and Sales?
Can you discuss a time when you had to balance customer support responsibilities with internal team communication and collaboration? How did you prioritize your tasks and ensure effective communication with both customers and internal stakeholders?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating strong communication skills, problem-solving abilities, and customer-centric mindset. Applicants should be prepared to discuss customer support scenarios, troubleshooting processes, and collaboration strategies.

📌 Application Steps

To apply for this Customer Support Analyst position:

Submit your application through the provided link.
Tailor your resume and cover letter to highlight your customer support experience, communication skills, and problem-solving abilities.
Prepare for the interview process by brushing up on your customer support skills, familiarizing yourself with relevant healthcare terminology, and researching Blockit Now Inc's products and services.
Be ready to discuss customer support scenarios, troubleshooting processes, and collaboration strategies during the interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Analyst