Customer Support Specialist I

About Us:

Eagleview, is a leading provider of aerial imagery, property insights and software that transforms the way people work. Eagleview holds more than 300 patents and owns a large geospatial data and imagery library encompassing 94 percent of the US population. Eagleview provides the most accurate data, enabling customers in the government, construction, solar and insurance industries to make timely, informed and better decisions.

Overview:

Eagleview is a leading provider of aerial imagery, property insights, and software that transforms the way people work. We hold over 300 patents and own an extensive geospatial data and imagery library encompassing 94 percent of the US population Our company provides the most accurate data, enabling customers in the government, construction, solar, and insurance industries to make timely, informed, and better decisions.

Eagleview is hiring a quality-focused Customer Support Specialist I to join our supportive and fun team. The Customer Support Specialist I will answer questions over email, and live webchat about general account information, billing, and order statuses. Specialists are empowered to resolve almost any of our customers' concerns with a focus on first-call resolution. We focus on training from the beginning and give our workforce members the tools they need to succeed long-term. EagleView is a dynamic, growing company with tremendous opportunities for motivated employees. Join our Customer Support team and learn about our business from the ground up. The sky is the limit

Responsibilities:

• Answer emails, and chats from potential customers and existing clients
• Quickly assess customer issues to provide accurate support
• Explore and understand customers' needs and exceed their expectations
• Complete all required trainings and stay informed about company news, department processes, and procedures
• Maintains a high standard of professionalism with our customers
• Can adhere to department performance goals and production standards
• Able to work independently while knowing how/when to handle or escalate critical customer issues
• Maintain individual performance relative to traceable metrics and quality standards in relation to department goals and objectives
• Able to execute Tier One responsibilities such as order entry, basic account management, and post-delivery support tasks with coaching
• Other duties as assigned

Qualifications:

• Must be at least 18 years of age
• High School Diploma or equivalent (GED)
• Minimum of 1 year of Customer Service experience
• Able to work in a fast-paced environment and easily pivot with changing business needs
• Proficient with Microsoft Office Suite (Excel, Outlook, Word)
• Must be computer savvy and able to navigate multiple applications simultaneously
• Able to work under pressure and remain flexible to changing schedules and demands
• Strong verbal and interpersonal communication skills
• Must be detail-oriented, organized, and able to multi-task
• Capable of managing challenging customers and building rapport
• Able to de-escalate issues efficiently and appropriately
• Possess strong problem-solving and analytical skills
• Able to collaborate with and contribute to a team environment
• Must be able to work independently with minimal supervision
• Other duties as assigned
• Weekend Availability on Sat & Sun a MUST.

Company Provided Equipment:

• Desktop
• (2) Monitors
• Docking Station
• Webcam
• Headset
• Mouse

Recommendations:

• Wired ethernet connection

Preferred Qualifications:

• Familiarity with CRM software; Salesforce
• Previous experience in a remote role
• Previous experience in a call center environment