Customer Support Specialist



EagleView is a highly innovative technology company, that has been the leader in aerial imagery for the past 17 years! We use cutting-edge data analytics, machine learning, and AI to serve our clients in the insurance, energy, construction, real estate, and government markets. EagleView has been a “Best Place to Work” for more than five years running. Talk to a recruiter and discover why!

Job Description

EagleView is looking for a quality-focused Customer Support Specialist to join our supportive and fun team. Our Customer Support team answers questions over email, live web-chat, and on the phone about general account information, billing and order statuses.

Specialists are empowered to resolve almost any of our customer’s concerns with a focus on first-call resolution. We focus on training from the beginning and we give our team members the tools they need to succeed long-term.

EagleView is a dynamic, growing company with a tremendous amount of opportunity for motivated employees. Join our Customer Support team and learn our business from the ground up. The sky is the limit!

Primary Responsibilities

  • Answer inbound calls, emails, and chats from potential customers and existing clients
  • Quickly assess customer issues to provide accurate support
  • Explore and understand customers’ needs and exceed their expectations
  • Complete all required trainings and stay informed about company news and department processes and procedures
  • Maintain a high standard of professionalism with our customers
  • Adhere to department performance goals and production standards
  • Be able to work independently, while knowing how/when to handle or escalate critical customer issues
  • Maintain individual performance relative to traceable metrics, and quality standards in relation to department goals and objectives
  • Other duties as assigned

Skills & Requirements

  • Must be at least 18 years of age
  • High School Diploma or equivalent (GED) is required
  • A minimum of 1 year of Customer Service experience required
  • Able to work in fast-paced environment and easily pivot with changing business needs
  • Proficient with Microsoft Office Suite (Excel, Outlook, Word)
  • Must be computer savvy and able to navigate multiple applications at the same time
  • Able to work under pressure and remain flexible to changing schedules and demands
  • Strong verbal and interpersonal communication skills
  • Must be detail-oriented, organized and able to multi-task
  • Capable of managing challenging customers and building rapport
  • Able to deescalate issues efficiently and appropriately
  • Possess strong problem-solving and analytical skills
  • Able to collaborate with and contribute to a team environment
  • Must be able to work independently with minimal supervision
  • Weekend Availability on Sat & Sun a MUST-Customer Service hours of operations are as follows: Monday-Friday 8am-8pm EST, Saturday-Sunday 9am-6pm EST

Equipment/Hardware needed for role

  • PC Requirements
    • Windows 10 Home or above
    • Intel i3 (gen 3) or AMD Athlon/Ryzen equivalent
    • 8GB Ram
    • 128GB Hard Drive
    • Wired ethernet preferred (Wireless will also work at 50Mpbs)
    • (2) 24″ monitors recommended
    • USB headset
    • Webcam
  • Mac Requirements: Macbook/Pro/Air – All models that run MacOS 10.8.1 (Mountain Lion) are compatible
    • Intel Core i Processor
    • 8GB Ram
    • 128GB Hard Drive
    • Wired ethernet preferred (Wireless will also work at 50Mpbs)
    • (2) 24″ monitors recommended
    • USB headset
    • Webcam

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