Customer Services Specialist (Shift: Monday - Friday From 3:00 PM - 12:00 AM Midnight)

THE ROLE

As the first point of contact for our Technical Support team, the Customer Services Specialist will orchestrate the flow of inbound inquiries to ensure our global customers receive immediate, world-class assistance. You will bridge the gap between complex technical issues and rapid resolution by strategically routing requests and managing the lifecycle of support tickets. By collaborating closely with Support Engineers and Managers, you ensure that every Everpure customer feels heard and supported during critical moments.

WHAT YOU'LL DO

• Orchestrate Incident Flow: Direct all incoming support requests across phone, email, and the Everpure portal to the appropriate engineers, ensuring high-priority issues are addressed immediately to minimize customer downtime.
• Manage Lifecycle Communications: Drive customer satisfaction by providing proactive status updates on open tickets, ensuring transparency and setting clear expectations for resolution timelines.
• Monitor Service Health: Audit the support queue by severity and priority to ensure no case falls behind, escalating critical or aging issues to Support Leadership to maintain our stringent Service Level Agreements (SLAs).
• Drive Operational Intelligence: Perform targeted statistical analysis on recurring support trends to help the engineering team identify root causes and improve the long-term stability of the Everpure Platform.

WHAT YOU BRING

• Experience: A minimum of 1 year experience with phone call management, front-line IT or Support Experience
• Customer Advocacy & Communication: Proven ability to translate complex situations into clear, empathetic updates for customers and stakeholders while maintaining professional composure in high-pressure environments.
• Technical Troubleshooting: Proficiency in navigating modern support ecosystems, including case tracking systems, VoIP tools, and web-based collaboration applications to manage a high volume of digital requests.
• Operational Agility: Exceptional organizational skills with the ability to rapidly prioritize tasks and balance shifting resources against urgent customer needs.
• Collaborative Mindset: A track record of working effectively within a team-oriented environment to solve cross-functional problems and meet shared KPIs.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Lehi office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

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