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, escalate 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.

What you’ll be doing:

• 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 customer accounts for data anomalies, configuration errors, incomplete setup, or inactivity, and document recommended actions.
• Review reports and validate key metrics before sharing information with clients or internal teams.
• Triage technical issues, capture reproducible steps and supporting evidence, and escalate defects to Product or Engineering.
• Create and maintain FAQs, troubleshooting guides, and best-practice content for customers and internal teams.
• Identify recurring issues and customer feedback trends to inform product and process improvements.
• Help evaluate and improve AI-assisted support experiences by identifying content gaps, inaccurate responses, and workflow opportunities.
• 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.

What you’ll need:

• 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

Bonus Points:

• Experience supporting SaaS platforms or digital onboarding
• Experience with HubSpot, 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

Company Benefits:

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 at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion:

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure:

First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.

This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.

First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.