Associate Customer Support Representative

We’re looking for a Customer Support Representative to support First Orion’s INFORM® Branded Calling Subscription, our self-service platform. In this role, you’ll combine customer service, technical troubleshooting, and proactive account support to improve onboarding, engagement, and retention. You’ll own customer issues through resolution, guide users through setup and best practices, monitor account activity, and identify opportunities to improve the customer experience.

You’ll also collaborate with Sales, Client Success, Product, and Engineering to coordinate handoffs, elevate technical issues, and share customer insights. This role is ideal for a motivated problem-solver who builds strong client relationships, communicates technical concepts clearly, and uses customer and account data to recommend thoughtful solutions.

• Deliver personalized, professional support that builds trust and creates an outstanding customer experience.
• Develop deep expertise in First Orion’s Self-Service platform, including its features, setup requirements, workflows, and best practices.
• Own customer support tickets through resolution, providing timely updates and coordinating escalations when necessary.
• Lead onboarding calls and support sessions that guide clients through setup, navigation, and effective product use.
• Track onboarding progress and follow up with clients who experience setup challenges or inactivity.
• Monitor client activity to identify adoption barriers, reduce drop-off, and encourage appropriate product use.
• Audit customers for data anomalies, config errors, incomplete setup, or inactivity, document recommended actions.
• Review reports and key metrics before sharing information with clients or internal teams.
• Triage tech issues, capture steps, evidence, and defects to Product/Engineering.
• Create and maintain FAQs, troubleshooting guides.
• Identify issues/trends to inform improvements.
• Help evaluate AI support.
• Maintain complete and accurate ticket, account, and customer records.
• Follow established data privacy, security, access-control, and documentation requirements.
• Collaborate with Sales, Client Success, Product, and Engineering to support smooth customer handoffs and clearly defined ownership.

• Associate’s degree or relevant experience in Customer Service, Business, IT, or a related field 1+ years of experience in a support or client-facing role Strong ability to connect with customers, anticipate their needs, and deliver proactive, thoughtful solutions Excellent communication skills, both written and verbal Highly detail-oriented with strong troubleshooting and documentation skills Ability to learn and explain technical concepts to non-technical users Experience with support tools like Zendesk or similar ticketing platforms Experience with Microsoft Excel and other MS Office tools Ability to adapt quickly, troubleshoot efficiently, and stay organized in a dynamic environment

• Experience supporting SaaS platforms or digital onboarding
• Experience with Hub Spot, Salesforce, or other CRM tools
• Exposure to SQL or interest in learning technical skills
• Familiarity with telecom, mobile apps, or customer data platforms
• Bilingual or multilingual is a plus

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while  on generous health and dental/vision options, retirement plans, learning and development programs, career path…