Customer Services Specialist Customer Services Specialist (Shift: Monday - Friday 12:00 AM to 9:00 AM MST)

About the role

The role involves orchestrating the flow of inbound inquiries for the Technical Support team, ensuring global customers receive immediate, world-class assistance. The Customer Services Specialist bridges the gap between complex technical issues and rapid resolution by strategically routing requests and managing the lifecycle of support tickets.

Responsibilities

• Orchestrate Incident Flow: Direct all incoming support requests across phone, email, and the Everpure portal to the appropriate engineers, ensuring high-priority issues are addressed immediately to minimize customer downtime.
• Manage Lifecycle Communications: Drive customer satisfaction by providing proactive status updates on open tickets, ensuring transparency and setting clear expectations for resolution timelines.
• Maintain Service Health: Audit the support queue by severity and priority to ensure no case falls behind, escalating critical or aging issues to Support Leadership to maintain our stringent Service Level Agreements (SLAs).
• Drive Operational Intelligence: Perform targeted statistical analysis on recurring support trends to help the engineering team identify root causes and improve the long-term stability of the Everpure Platform.

Requirements

• A minimum of 1 year experience with phone call management, front-line IT or Support Experience
• Proven ability to translate complex situations into clear, empathetic updates for customers and stakeholders while maintaining professional composure in high-pressure environments
• Proficiency in navigating modern support ecosystems, including case tracking systems, VoIP tools, and web-based collaboration applications to manage a high volume of digital requests
• Exceptional organizational skills with the ability to rapidly prioritize tasks and balance shifting resources against urgent customer needs
• A track record of working effectively within a team-oriented environment to solve cross-functional problems and meet shared KPIs

Qualifications

• Experience in a similar role
• Technical Troubleshooting: Proficiency in navigating modern support ecosystems, including case tracking systems, VoIP tools, and web-based collaboration applications to manage a high volume of digital requests
• Collaborative Mindset: A track record of working effectively within a team-oriented environment to solve cross-functional problems and meet shared KPIs

Skills

• Excellent communication and customer service skills
• Ability to handle multiple tasks and prioritize effectively
• Strong analytical and problem-solving skills

Benefits

• Flexible time off
• Wellness resources
• Company-sponsored team events

Pay

The hourly pay range is $20—$30 USD.

Schedule

N/A

Equal Opportunity Employer

We are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.