Customer Support Representative

POND IoT; Port Reading, Northern (NJ, KY); Hybrid; USD 40,000 - 50,000; Full time

Benefits offered by this job

10 days paid time off annually

Up to 10 WFH days per year

401(k) plan eligibility after prob.

Company-provided phone and mobile plan

Mon-Fri daytime schedule

Office-based work environment

Job summary

POND IoT in Woodbridge, NJ is seeking a Customer Support Representative to support our existing customer base via email with occasional phone contact. This is a non-sales, full-time, on-site role designed for a stable weekday schedule and a professional office environment.

You will work with Sales and Technical Support to resolve issues, track interactions in our CRM, and communicate professionally at all times. Prior customer service experience and comfort with phone support are required.

Qualifications

• 1+ year of experience in customer service or customer support.
• Strong written communication skills for email-focused role.
• Ability to manage multiple customer inquiries simultaneously.
• Comfort with basic phone-based support.
• Willingness and ability to work on site in-office full-time.
• Experience with CRM or ticketing systems.
• Background in B2B environments.
• Exposure to technology, telecom, or IoT products or services.
• Strong organizational and documentation skills.

Responsibilities

• Provide customer support primarily via email, with limited phone support as needed.
• Assist existing customers with questions related to accounts, services, and connectivity.
• Collaborate with internal teams, including Sales and Technical Support, to resolve customer issues efficiently.
• Track, document, and manage customer interactions using CRM and support tools.
• Escalate technical or complex issues to the appropriate internal teams.
• Ensure timely, professional, and accurate communication with customers at all times.

Skills

Customer service

Written communication

Multitasking

Phone support

On-site work

B2B experience

IoT knowledge

Tools

CRM

Ticketing systems

Job description

We are a global IoT connectivity provider focused on supporting connected device deployments for small, mid-sized, and enterprise customers. Our mission is to deliver reliable, scalable connectivity solutions paired with responsive, high-quality customer support.
We work closely with businesses across industries to ensure their devices stay connected, supported, and operational worldwide.

Role Overview

We're hiring a Customer Support Representative to support our existing customer base through professional, timely, and accurate assistance. This is a non-sales, support-focused role primarily handling email-based inquiries, with occasional phone interactions as needed.
This position is ideal for someone seeking a stable weekday schedule, strong work-life balance, and an in-office professional environment. You'll work closely with internal teams to resolve customer issues and ensure a positive customer experience.
This role requires full-time, on-site presence at our Woodbridge, NJ office.

Responsibilities

Provide customer support primarily via email, with limited phone support as needed.
Assist existing customers with questions related to accounts, services, and connectivity.
Collaborate with internal teams, including Sales and Technical Support, to resolve customer issues efficiently.
Track, document, and manage customer interactions using CRM and support tools.
Escalate technical or complex issues to the appropriate internal teams.
Ensure timely, professional, and accurate communication with customers at all times.

Must-Have Qualifications

• 1+ year of experience in customer service or customer support.
• Strong written communication skills (email-focused role).
• Ability to manage multiple customer inquiries simultaneously.
• Comfort with basic phone-based customer support.
• Willingness and ability to work on site in-office full-time.

Important Secondary Skills

• Experience with CRM or ticketing systems.
• Background in B2B environments.
• Exposure to technology, telecom, or IoT-related products or services.
• Strong organizational and documentation skills.
• Salary: $40,000 - $50,000 depending on experience.
• 10 days of paid time off annually.
• Up to 10 work-from-home days per year, per company policy.
• 401(k) plan eligibility after completion of the probationary period.
• Company-provided phone and mobile service plan.
• Monday-Friday schedule during normal business hours.
• Professional, office-based work environment.

Compensation: $40,000.00 - $50,000.00 per year

POND IoT

POND IoT, your Domestic and International IoT solution provider. Offering a suite of connectivity solutions to keep you and your business connected.
We cater to business of any size, providing a fully tailored customer experience. Similar to the ever-changing technology we provide, POND IoT never stops evolving, innovating or searching for new solutions to improve our customers' experience.
When you join POND IoT, you get more than the innovative technological services we provide. You benefit from a company founded by individuals with a combined experience of over half-a-century working in the industry they now lead.