Remote Customer Care Specialist (Tech Support & Accounts)

Martti; Northern (KY); Hybrid; 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

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.