Customer Support Specialist

Pay: $19.00 - $22.00 per hour

About Us: Trident E&P, LLC delivers global multi‑function device (MFD) leasing and maintenance for U.S. military and federal operations. We support the people who keep missions moving, so we design our work to be fast, reliable, and human‑centered, ensuring critical technology works when it matters most.

Position Overview: We are seeking a Customer Support Specialist who can own the customer service process from start to finish. In this role, you'll guide customers from first contact to issue resolution, lead real‑time troubleshooting, and ensure nothing slips through the cracks. If you enjoy solving problems, taking initiative, and being the person that customers rely on, this role is for you.

This is a fully onsite, full‑time role working 8:00 AM – 4:00 PM EST, Monday to Friday.

Location:

Pottstown, PA

• Take incoming customer inquiries by phone and email
• Diagnose and resolve MFD issues using internal knowledge bases, vendor tools
• Lead the full support cycle from inquiry → troubleshooting → resolution → documentation
• Log service calls and coordinate technician dispatch when hands‑on support is required
• Partner with third‑party vendors and service organizations to drive issue resolution when escalations are needed
• Verify customer locations and schedule deliveries before deployment
• Maintain accurate customer and equipment records in the database
• Work closely with internal teams to improve troubleshooting playbooks and customer outcomes
• Help sustain a workplace that balances mission focus with strong team culture

• High school diploma or equivalent
• 2+ years of phone‑based customer service experience, including high call‑volume support, inbound/outbound phone assistance, and live technical troubleshooting
• Strong analytical thinking and problem resolution skills
• Ability to own a process from start to finish
• Clear, confident, professional communication (verbal + written)
• Proven ability to manage workload independently in a fast‑paced environment
• Comfortable multitasking in a structured, fast‑paced environment
• Proficient in Microsoft Office / M365
• Familiarity with MFD equipment is a plus
• U.S. Citizenship or Permanent Residency required

Job Type: Full‑time

• 401(k)
• 401(k) matching
• Health insurance