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

Job Description:

• 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.
• Monitor 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:

• Experience: A minimum of 1 year experience with phone call management, front-line IT or Support Experience
• Customer Advocacy & Communication: Proven ability to translate complex situations into clear, empathetic updates for customers and stakeholders while maintaining professional composure in high-pressure environments.
• 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.
• Operational Agility: Exceptional organizational skills with the ability to rapidly prioritize tasks and balance shifting resources against urgent customer needs.
• Collaborative Mindset: A track record of working effectively within a team-oriented environment to solve cross-functional problems and meet shared KPIs.

Benefits:

• flexible time off
• wellness resources
• company-sponsored team events