Customer Care Representative

Summary

Description

Purpose of Role:

The Customer Care Representative serves as the first point of contact for clients and plays a pivotal role in delivering exceptional customer experiences. This role is responsible for answering all incoming calls and emails, providing accurate and timely responses to customer inquiries, and resolving issues efficiently. The role requires a strong focus on building and nurturing client relationships to drive mutual success for both the customer and the company.

Essential Responsibilities: 

• Provide remote technical and customer support, ensuring timely resolution of issues and customer satisfaction.

• Respond to customer and internal support requests via phone, email, and ticketing systems in accordance with established SLAs.

• Monitor support queues, prioritize incidents, and process assigned tickets within required service timeframes.

• Diagnose and resolve basic hardware, software, connectivity, and service-related issues, escalating tickets as needed when immediate resolution is not possible.

• Clearly communicate solutions and maintain accurate documentation for knowledge sharing and future reference.

• Monitor and manage assigned support tickets to ensure timely resolution.

• Train customers on the use of company devices, services, features, and related offerings.

• Manage Tier 4 customer account activities, including implementations, renewals, and ongoing account support.

• Deliver professional, friendly, and effective customer service in a fast-paced, high-visibility environment.

• Collaborate effectively with team members and other departments to resolve customer concerns.

• Work a schedule that includes overnight and weekend hours, as well as participation in an on-call rotation as required.

• Support special projects and other duties as assigned.
   

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills.

• Excellent interpersonal skills to build rapport with clients.

• Exceptional customer service skills and phone etiquette.

• Minimum of 2 years of experience in telephone customer service, IT Help Desk, or similar role.

• Ability to manage multiple tickets while maintaining attention to detail.

• Experience with ticketing systems (Zendesk, Salesforce, ServiceNow, Jira, or similar).

• Familiarity with Microsoft 365 applications and Windows operating systems.

• Knowledge of customer support best practices and service delivery standards.

• Technical aptitude to learn proprietary Equiti products and services.

• Strong attention to detail and documentation practices.

• Ability to manage multiple tasks and prioritize workload effectively.

• High school diploma or equivalent required.

• Associate or Bachelor’s degree preferred.

• Hardware or Network Certification preferred.

Relevant Working Conditions/Physical Demands:

• Have access to high-speed reliable internet (10 Mbps down/10 Mbps up).

• Have a quiet, dedicated workspace free from distraction.

• Sitting/Stationary: Often requires sitting at a desk and looking at a computer screen for 70% - 90% of the workday.

• Fine Finger Dexterity: High use of keyboards, computer mice, and standard office equipment.

• Lifting/Moving: Minimal physical exertion; occasionally required to lift or carry office supplies, files, or packages weighing up to 15 - 50 lbs.

• Mobility: Intermittent standing, walking, and bending or stooping to retrieve files.