Customer Service Representative

EarthCam, Inc.; Upper Saddle River (NJ); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Breakfasts, lunches & snacks

Team events & company Olympics

Job summary

EarthCam, Inc. is seeking an entry-level Customer Service Representative to join our Client Services team in New Jersey. You will be the primary contact for customers, handling inquiries via phone, email, tickets, and other channels with timely, professional support.

You will work cross-functionally with technical teams and operations to ensure accurate information and consistent service. Training is provided.

Qualifications

• Prior experience in a customer-facing support role delivering strong customer experiences.
• Strong communication skills including listening, responsiveness, and clarity.
• Ability to explain technical concepts in accessible language when needed.

Responsibilities

• 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.

Skills

Customer service

Communication

Multitasking

Problem solving

Time management

Tools

CRM systems

Ticketing systems

Job description

Who We Are

EarthCam is aglobal leader in webcam technologythat gives construction teams real-time visibility into their jobsites—anytime, anywhere.

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.

Job Description

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

• 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

Who You Are

• Detail-oriented and customer-focused with strong problem-solving instincts
• Comfortable working in a fast-paced environment supporting multiple priorities
• A clear communicator with the ability to explain information to both technical and non-technical audiences
• Patient, professional, and empathetic when assisting customers
• Organized and capable of managing multiple support channels simultaneously
• Collaborative and willing to partner with cross-functional teams to resolve customer needs

Qualifications

• Prior experience in a customer-facing support role delivering strong customer experiences
• Minimum 1 year of experience in a Customer Service or Call Center environment preferred
• Strong communication skills including listening, responsiveness, and clarity
• Ability to explain technical concepts in accessible language when neededConfidence in problem solving and handling time-sensitive customer requests
• Strong organizational skills with the ability to multitask effectively
• Experience documenting customer interactions in ticketing or CRM systems preferred
• Willingness to collaborate across departments to support customer success

What We Offer

At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.

Our benefits include:

• Pay starting at $21+/HR plus performance-based bonuses
• 100% company-paid health insurance (single coverage)
• Dental and Vision insurance
• 401(k) plan with generous company matching
• Paid time off plus paid holidays
• Complimentary breakfasts, lunches, and snacks
• Team events, BBQs, and our annual company Olympics

We’re proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.