Customer Care Agent

Job Summary EnvisionWare builds technology that helps libraries serve their communities — self-service, print management, lockers, and more. Our Customer Care team is the human connection behind that technology, and we're looking for someone who genuinely enjoys being that connection. This is a phone-forward support role. You'll be the first voice many of our library customers hear when something isn't working, and your job is to make that moment better; through warmth, patience, and real problem-solving. You don't need to arrive knowing our products. You do need to arrive curious, because you'll be learning technical solutions continuously, and some of what customers bring you will be vague, abstract, or half-described. Turning “it's just not working” into a diagnosed, resolved issue is the craft of this job. This role has a real growth path; our Lead Agents and Manager were promoted from within this team. Job Description What You'll Do Answer inbound customer calls, emails, and tickets with skill and genuine human engagement. Empathy first, resolution close behind Troubleshoot predominately software (and understanding of the tie-ins with hardware) issues across our product suite, escalating thoughtfully when needed Translate vague or abstract customer descriptions into concrete, solvable problems. Persistence and follow-up/follow-through is a necessary piece of your nature. Document cases clearly and completely so the next person (or future you) has the full picture Build product knowledge continuously: taking your experiences and turning them into internal- and external-facing documentation for future use and self-service. Surface recurring issues and customer feedback to your leads and our product team. Your frontline view shapes what we fix and build What We're Looking For Excellent phone presence: patient, calm, warm, articulate, and comfortable steering a conversation Demonstrated empathy. The goal is for you to make people feel heard, not processed, and sometimes support beyond the issue-at-hand Strong problem-solving instincts and comfort working through ambiguity A keen interest in learning technical systems, even without a formal technical background Reliability and ownership: you follow issues through to resolution Nice to Have Experience with Zendesk or a similar ticketing platform Prior customer support, help desk, or library experience Why This Role Matters Libraries are community institutions, and when their technology falters, real people are affected. This role is the human bridge in that moment. Great agents don't just close tickets; they build the trust that keeps our library partners with us for decades. Worker Type: Regular Number of Openings Available: 1 EnvisionWare was formed almost 20 years ago with a single purpose – to create innovative, self-service and efficiency solutions that enhance library services and empower patrons. This mission continues to be the driving focus of EnvisionWare today, backed by a commitment to ensure that every library, regardless of size, receives the highest level of customer service and support. EnvisionWare is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. #J-18808-Ljbffr Incognito Software Systems Inc