Customer Service Representative

About the role

EarthCam is seeking an entry level Customer Service Representative to join our Client Services team. This role serves as a primary point of contact for customers and supports a wide range of inquiries across phone, email, ticketing systems, and other communication channels. The Customer Service Representative is responsible for delivering timely, professional support while ensuring a high level of customer satisfaction and efficient issue resolution. Performance in this role is measured through customer satisfaction, responsiveness, and resolution effectiveness. This position works cross-functionally with technical teams, operations, and internal departments to ensure customers receive accurate information and consistent service.

Responsibilities

• Answer customer inquiries via phone, email, ticketing systems, and other support channels
• Resolve customer requests professionally and in a timely manner
• Document customer interactions accurately and perform basic troubleshooting when appropriate
• Facilitate "How-To" customer support using internal training resources and knowledge base materials
• Provide customers with product and service information while referencing internal FAQs and documentation
• Support simple change requests and guide customers through self-service solutions when applicable
• Set clear expectations and provide follow-up on unresolved issues during initial interaction
• Escalate complex or unresolved issues to supervisors or specialized departments as needed
• Maintain professionalism and ownership throughout the customer experience lifecycle

Requirements

Who You Are

• Detail-oriented and customer-focused with strong problem-solving instincts
• Comfortable working in a fast-paced environment supporting multiple priorities
• A clear communicator with the ability to explain information to both technical and non-technical audiences
• Patient, professional, and empathetic when assisting customers
• Organized and capable of managing multiple support channels simultaneously
• Collaborative and willing to partner with cross-functional teams to resolve customer needs

Qualifications

• Prior experience in a customer-facing support role delivering strong customer experiences
• Minimum 1 year of experience in a Customer Service or Call Center environment preferred
• Strong communication skills including listening, responsiveness, and clarity
• Ability to explain technical concepts in accessible language when needed
• Confidence in problem solving and handling time-sensitive customer requests
• Strong organizational skills with the ability to multitask effectively
• Experience documenting customer interactions in ticketing or CRM systems preferred
• Willingness to collaborate across departments to support customer success

Benefits

• Pay starting at $21+/HR plus performance-based bonuses
• 100% company-paid health insurance (single coverage)
• Dental and Vision insurance
• 401(k) plan with generous company matching
• Paid time off plus paid holidays
• Complimentary breakfasts, lunches, and snacks
• Team events, BBQs, and our annual company Olympics