Customer Care Representative

Martti; Northern (KY); On-site; USD 38,000 - 52,000; Full time

Job summary

Equiti is seeking a Customer Care Representative to be the first line of contact for clients, handling calls and emails, delivering accurate responses, and resolving issues to drive customer satisfaction.

You will support remote operations in the US, work with ticketing systems, and collaborate with teams to ensure smooth service delivery while upholding SLAs and documentation standards.

Qualifications

• Minimum of 2 years of experience in telephone customer service, IT Help Desk, or similar role.
• Experience with ticketing systems (Zendesk, Salesforce, ServiceNow, Jira, or similar).
• Familiarity with Microsoft 365 applications and Windows operating systems.
• High school diploma or equivalent required.
• Associate or Bachelor’s degree preferred.

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 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 as needed.
• Clearly communicate solutions and maintain accurate documentation for knowledge sharing and future reference.
• Train customers on the use of company devices, services, features, and related offerings.
• Deliver professional, friendly customer service in a fast-paced environment.
• Work with team members and other departments to resolve customer concerns.
• Support on-call rotation and occasional overnight/weekend hours.

Skills

Customer service

Telephone support

Multitasking

Communication

Documentation

Attention to detail

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Hardware or Network Certification preferred

Tools

Zendesk

Salesforce

ServiceNow

Jira

Microsoft 365

Windows OS

Job description

## Customer Care RepresentativeApplylocations: Remote Anywhere in UStime type: Full timeposted on: Posted 3 Days Agojob requisition id: JR-0863**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.### About UsAt Equiti, we provide solutions that **Empower Equitable Care for All**!Equiti empowers providers and underserved communities with advanced technology and actionable insights. Together with our partners, we help to ensure that everyone, everywhere can access the quality care they deserve.Come join us! People like you help us make transformative impacts on healthcare access, quality, and outcomes each day.