Customer Service Representative
EarthCam, Saddle River, NJ, United States
Earthcam Customer Service Representative
EarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsitesanytime, 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. Responsibilities include: 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
EarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsitesanytime, 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. Responsibilities include: 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