Customer Service Representative

Who We AreEarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsites—anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide.Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.We're a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.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.ResponsibilitiesAnswer customer inquiries via phone, email, ticketing systems, and other support channelsResolve customer requests professionally and in a timely mannerDocument customer interactions accurately and perform basic troubleshooting when appropriateFacilitate "How-To" customer support using internal training resources and knowledge base materialsProvide customers with product and service information while referencing internal FAQs and documentationSupport simple change requests and guide customers through self-service solutions when applicableSet clear expectations and provide follow-up on unresolved issues during initial interactionEscalate complex or unresolved issues to supervisors or specialized departments as neededMaintain professionalism and ownership throughout the customer experience lifecycleRequirementsWho You AreDetail-oriented and customer-focused with strong problem-solving instinctsComfortable working in a fast-paced environment supporting multiple prioritiesA clear communicator with the ability to explain information to both technical and non-technical audiencesPatient, professional, and empathetic when assisting customersOrganized and capable of managing multiple support channels simultaneouslyCollaborative and willing to partner with cross-functional teams to resolve customer needsQualificationsPrior experience in a customer-facing support role delivering strong customer experiencesMinimum 1 year of experience in a Customer Service or Call Center environment preferredStrong communication skills including listening, responsiveness, and clarityAbility to explain technical concepts in accessible language when neededConfidence in problem solving and handling time-sensitive customer requestsStrong organizational skills with the ability to multitask effectivelyExperience documenting customer interactions in ticketing or CRM systems preferredWillingness to collaborate across departments to support customer successBenefitsWhat We OfferAt EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.Our benefits include:Pay starting at $21+/HR plus performance-based bonuses100% company-paid health insurance (single coverage)Dental and Vision insurance401(k) plan with generous company matchingPaid time off plus paid holidaysComplimentary breakfasts, lunches, and snacksTeam events, BBQs, and our annual company OlympicsWe're proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.Recruitment Fraud DisclaimerEarthCam is committed to maintaining a transparent and secure recruitment process. EarthCam communicates with candidates exclusively using EarthCam email addresses and extends job offers solely by telephone. For more information about the EarthCam recruitment process and avoiding fraudulent job offers, please click here.https://www.earthcam.net/about/careers/recruitmentfraud/