New

Customer Service Representative

Spectraforce Technologies
remote work

Aug 04, 2026
Job Title: Customer Service Representative Duration: 6 Months \| Possibility of hire based on performance, attendance, and business need. Worksite: Remote \| Monday - Friday \| 8:00 AM - 5:00 PM Mountain Time Core Responsibilities Customer Inquiry Management: Serve as the primary point of contact for customer inquiries related to billing, account management, and image/footage retrieval requests. Case Tracking: Manage customer service requests from initiation through resolution using internal case management systems and processes. Footage Retrieval & Compliance: Process requests for video footage, including law enforcement requests, while ensuring all required client authorizations and compliance procedures are followed. On-Site Coordination: Coordinate customer actions related to site support needs, including SOC requests and camera lens obstruction notifications. Account Adjustments: Support account maintenance activities, including Statement of Work (SOW) adjustments and monitoring schedule changes. Escalation Management: Address routine customer concerns and appropriately escalate complex technical issues to Tier 2 Support or Account Management teams as needed. Documentation: Maintain accurate records of customer interactions, requests, resolutions, and follow-up activities within the ticketing system. Required Qualifications High School Diploma or GED required. 1 to 3 years of experience in customer service, customer support, call center, help desk, account support, or a related role. Strong written and verbal communication skills with a professional and customer-focused approach. Ability to manage a high volume of email-based customer communications. Required experience working with ticketing or case management systems; experience with Zoho is preferred. Strong problem-solving, organizational, and time management skills. Ability to gather information, set clear expectations, and drive issues to resolution. Demonstrated ability to handle customer concerns professionally and de-escalate challenging situations. Proficiency with Microsoft Office applications, including Outlook, Word, and Excel. Ability to work independently and collaboratively in a team environment. Preferred Qualifications Experience supporting technical products, services, or security monitoring environments. Previous experience managing customer accounts and service requests in a ticketing system. Familiarity with compliance-related processes and customer authorization requirements. Key Competencies Customer Focus Written Communication Attention to Detail Problem Solving Time Management Accountability Adaptability Teamwork Professionalism and Integrity Software & Technical Skills Required Microsoft Office Suite (Outlook, Word, Excel) Ability to learn and navigate customer support platforms Preferred Zoho Ticketing System experience Technical troubleshooting experience Customer support software experience Nice-to-Have Skills Prior technical support experience Experience using Zoho CRM/Ticketing Experience supporting customers in a remote environment Work Environment Home Office / Remote Work Environment No travel required No vehicle usage required Safety Requirements No lifting requirements No safety equipment required Not a safety-sensitive position