Operations Support & Fulfillment Associate at Jilian Booth, LLC. in Maynard, Massachusetts

Operations Support And Fulfillment Associate

Full Time, In-office

Primarily Mon-Fri, 9:00am-5:00pm. Occasional after-hours/weekend work compensated with overtime pay.

$22 an hour

Health Insurance, 3 weeks of PTO annually, Bonus potential, 401k

Maynard, MA

We are representing a leading provider of high-definition entertainment television solutions including premium set-top box (STB) technology and services to customers nationwide.

You'll answer calls from current and prospective properties, triage their needs, and handle initial troubleshooting to restore Pure HD's HD Commercial Free-To-Guest (HD-FTG) video systems per each contract's support terms. As a member of the Fulfilment team, you will play a key role in ensuring our customers receive hardware that is updated, well-packaged, and ready for a seamless installation experience. You'll also support the warehouse team with firmware updates, hardware packing, and inventory.

This is an entry-level role with strong room to advance as the company grows - a great fit for someone who enjoys a fast-paced, team-oriented environment.

• Take customer calls and resolve questions and concerns accurately.
• Guide callers through troubleshooting and product use; de-escalate tense situations with patience.
• Respond to system alerts and resolve simple technical issues at customer sites.
• Update customer records, document cases through closure, and produce activity reports.
• Update STBs to the latest firmware, testing each unit before deployment.
• Pack installation hardware kits, verifying accuracy before dispatch.
• Support inventory counts, flag discrepancies, and keep storage areas organized and labeled.
• Receive, inspect, and log incoming shipments; help meet daily and weekly shipping targets.
• Follow all warehouse safety guidelines, plus other tasks as assigned.

• High school diploma or equivalent required;
  Associate's degree preferred.
• Strong verbal and written English; proven help desk or customer support experience.
• Familiarity with computer systems and general internet/networking technologies.
• Experience with Microsoft Office (Word, Excel, PowerPoint) a plus.
• Strong troubleshooting, multitasking, and customer service skills.
• Ability to lift 50 pounds.

The company is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment