Job Description

Job Description

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras and reality capture solutions for construction, transportation, healthcare, education, tourism, sports and entertainment industries. EarthCam’s patented technology provides the highest resolution imagery available, and has documented over a trillion dollars of construction projects around the world.

We are seeking a highly motivated Technical Support Specialist to provide an extraordinary support to our customers, & Field Technicians during the initial installation. This role is responsible for the day to day operations of our critical technical support group, with emphasis on providing premium support and ensuring our customers are delighted with EarthCam’s service.

Responsibilities:

• Field incoming requests from customers & installers via telephone, email and live chat
• Partner with customers to optimize their webcam services, ranging in scope from standard break/fix, change requests, customer training, and offering solutions to increase value of our subscription services
• Adhere to Team KPI’s focused on customer satisfaction, time to resolution
• Record, track and document the requested problem-solving process, including all (successful and unsuccessful) triage performed, resolution steps, & final root cause
• Gather customer’s information and determine the priority of incoming requests by properly evaluating and analyzing symptoms in a highly technical environment
• Identify and escalate priority issues to ensure customer’s needs are quickly addressed
• Partner with other customer facing teams, while working closely with our Product, R&D, & Engineering teams as the customer advocate
• Follow up and make scheduled call backs to customers where necessary

Qualifications:

• Minimum 5+ years in Enterprise Business-to-Business Support and/or Service Delivery
• College degree or technical school certification is a plus
• Good understanding of IT /Networking
• Be technically oriented
• Professional, detail-oriented, & organized
• Understanding of Linux a plus
• Proper phone etiquette, pleasant & courteous
• Able to build rapport with customers, installers
• Ability to speak and write clearly and accurately
• Ability to work in a team oriented setting
• Willingness to co-operate with others and work towards the success of the team
• Multi-tasking capabilities

What We Offer:

• The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:
• Health insurance (Single coverage 100% paid for by company)
• Dental and vision insurance
• 401K Plan (with aggressive company matching)
• Paid time off, plus paid holidays
• Regular free breakfasts, lunches and snacks
• Bicycles to ride around campus
• Team BBQs and annual company Olympics

Company Description

EarthCam® is the global leader in providing live camera technology, content and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, Software-as-a-Service (SaaS) for AI-powered visual asset management, 3D/4D BIM model integrations and security solutions for corporate and government clients. EarthCam leads the industry with the highest resolution imagery available, including the world’s first outdoor gigapixel panorama camera system. This patented technology delivers superior multi-billion pixel clarity for monitoring and archiving important projects and events. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.
Projects documented by EarthCam include: One World Trade Center, Statue of Liberty Museum, Smithsonian Air & Space Museum, One Vanderbilt Manhattan, St. Regis Chicago, Hudson Yards, UBS Arena, SoFi Stadium, Allegiant Stadium, Mercedes-Benz Stadium, LAX Airport, Moynihan Station, San Francisco Oakland Bay Bridge, Panama Canal Expansion, The Red Sea Project, The Jeddah Tower, Academy Museum of Motion Pictures, Whitney Museum of American Art, Louvre in Abu Dhabi, and the Smithsonian National Museum of African American History and Culture.
The Webby Award winning company also hosts many highly trafficked tourism cams, with views of popular locations and landmarks such as Times Square, Grand Canyon, World Trade Center, Statue of Liberty, Miami Beach, Waikiki, Bourbon Street, Temple Bar in Dublin, CN Tower, and Abbey Road Crossing in London.

Company Description

EarthCam® is the global leader in providing live camera technology, content and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, Software-as-a-Service (SaaS) for AI-powered visual asset management, 3D/4D BIM model integrations and security solutions for corporate and government clients. EarthCam leads the industry with the highest resolution imagery available, including the world’s first outdoor gigapixel panorama camera system. This patented technology delivers superior multi-billion pixel clarity for monitoring and archiving important projects and events. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.\r\nProjects documented by EarthCam include: One World Trade Center, Statue of Liberty Museum, Smithsonian Air & Space Museum, One Vanderbilt Manhattan, St. Regis Chicago, Hudson Yards, UBS Arena, SoFi Stadium, Allegiant Stadium, Mercedes-Benz Stadium, LAX Airport, Moynihan Station, San Francisco Oakland Bay Bridge, Panama Canal Expansion, The Red Sea Project, The Jeddah Tower, Academy Museum of Motion Pictures, Whitney Museum of American Art, Louvre in Abu Dhabi, and the Smithsonian National Museum of African American History and Culture. \r\nThe Webby Award winning company also hosts many highly trafficked tourism cams, with views of popular locations and landmarks such as Times Square, Grand Canyon, World Trade Center, Statue of Liberty, Miami Beach, Waikiki, Bourbon Street, Temple Bar in Dublin, CN Tower, and Abbey Road Crossing in London.