Operations Support & Fulfillment Associate

Job Title: Operations Support and Fulfillment Associate

Job Status: Full Time, In-office

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

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

Location: 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.
• Responsibilities

• 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.
• Fulfillment & warehouse
• 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.
• 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