Customer Success & Onboarding Specialist

First Orion

North Little Rock (AR)

On-site

USD 42,000 - 62,000

Full time

13 days ago

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Benefits offered by this job

Open PTO

Flexible work arrangements

Health and dental/vision options

Retirement plans

Tuition reimbursement

Job summary

First Orion seeks a Customer Support Representative to support the INFORM Branded Calling Subscription and self-service platform. You will blend customer care, technical troubleshooting, and proactive account support to improve onboarding, engagement, and retention.

You’ll own issues through resolution, guide users through setup, monitor activity, and collaborate with cross-functional teams to share insights.

Qualifications

Associate degree or related 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 and deliver proactive solutions.
Excellent written and verbal communication skills.
Experience with Zendesk or similar ticketing platforms.
Experience with Microsoft Excel and MS Office tools.

Responsibilities

Deliver personalized, professional support that builds trust and a great customer experience.
Own tickets through resolution and coordinate escalations as needed.
Lead onboarding calls and support sessions guiding setup and product use.
Monitor onboarding progress and address setup challenges or inactivity.
Identify adoption barriers and encourage correct product usage.
Audit accounts for data anomalies and document recommended actions.
Create FAQs and troubleshooting guides for customers and internal teams.