Customer Service Representative I

This is a remote, 6–12-month assignment with the possibility of extension or conversion based on performance and budget.

Schedule

Monday – Friday, 8:00 AM – 5:00 PM MDT

Pay

$21.40 – $22.93/hr to start

Responsibilities

• Provide technical product support as the primary point of contact for customer inquiries related to billing, account management, and image/footage retrieval requests.
• Manage customer service requests from initiation through resolution using internal case management systems and processes.
• Process requests for video footage, including law enforcement requests, while ensuring all required client authorizations and compliance procedures are followed.
• Coordinate customer actions related to site support needs, including SOC requests and camera lens obstruction notifications.
• Support account maintenance activities, including Statement of Work (SOW) adjustments and monitoring schedule changes.
• Address routine customer concerns and appropriately escalate complex technical issues to Tier 2 Support or Account Management teams as needed.
• Maintain accurate records of customer interactions, requests, resolutions, and follow-up activities within the ticketing system.

Requirements

• High School Diploma or GED required.
• 1 to 3 years of experience in customer service, customer support, call center, help desk, account support, or a related role.
• Ability to manage a high volume of email-based customer communications.
• Experience working with ticketing or case management systems; experience with Zoho is preferred.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Experience supporting technical products, services, or security monitoring environments.
• Strong problem-solving, organizational, and time management skills.
• Demonstrated ability to handle customer concerns professionally and de-escalate challenging situations.
• Previous experience managing customer accounts and service requests in a ticketing system preferred.
• Familiarity with compliance-related processes and customer authorization requirements preferred.