Associate Customer Support Representative

CO1 First Orion Corp; Arkansas; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Open PTO

Flexible work arrangements

Health & dental coverage

Fitness center access

Job summary

First Orion seeks a Customer Support Representative to assist with the INFORM® Branded Calling Subscription and our self-service platform. You will blend customer service, technical troubleshooting, and proactive account support to onboard, engage, and retain clients.

You’ll own tickets through resolution, guide users through setup, and collaborate with Sales, Client Success, Product, and Engineering to share customer insights and coordinate handoffs.

Qualifications

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

Responsibilities

• 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.

Skills

Customer service

Communication

Troubleshooting

Documentation

CRM tools

MS Excel

Education

Associate’s degree or relevant experience

Tools

Zendesk

Microsoft Excel

HubSpot

Salesforce

Job description

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.

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 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.

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

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. 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. First Orion is a global powerhouse in telecommunications technology. With a team of 300+ innovators, we aren’t just a tech provider; we are the architects of Branded Communication and the frontline of scam protection for Fortune 500 giants and the nation’s largest mobile carriers. The mobile experience is broken. 85% of people won’t answer a call from an unknown number. Thanks to scammers and bad actors, the "Unknown Caller" or faceless "800" number has become a symbol of anxiety, causing legitimate connections to be lost in the noise. First Orion provides multiple, cutting-edge ways to bridge the gap between businesses and consumers: Identity Over Anonymity: Through solutions like INFORM® Branded Calling, we replace mystery numbers with verified brand identities, giving people a reason to pick up with confidence. Bulletproof Security: Our real-time fraud detection and scam protection provide transparency at a global scale. Actionable Intelligence: We use advanced analytics to help companies optimize their reach and protect their reputation. We know that world-changing technology starts with a world-class culture. As a 2026 Amazing Workplace for two consecutive years and a certified Great Place to Work for more than 8 years, our foundation is simple: “People First.” We believe our team members are our greatest asset, which is why we’ve built a workplace rooted in the same trust and transparency we provide to our customers. For more information, visit firstorion.com. Follow us on socials: LinkedIn | Facebook | X | Instagram | Reddit