Operations Support & Fulfillment Associate

Jilian Booth, LLC.; Maynard (MA); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Health Insurance

PTO 3 weeks annually

Bonus potential

401k

Job summary

Jilian Booth, LLC. in Maynard, MA is seeking an Operations Support and Fulfillment Associate to join our in‑house Fulfillment team. This entry‑level role focuses on customer support, hardware updates, and parcel preparation to ensure a smooth installation.

You’ll triage customer needs, perform basic troubleshooting, update firmware on STBs, pack kits, assist inventory, and help meet daily shipping targets in a fast‑paced, team‑oriented environment.

Qualifications

• High school diploma or equivalent required; Associate's degree preferred.
• Familiarity with computer systems and general internet/networking technologies.
• Experience with Microsoft Office (Word, Excel, PowerPoint) a plus.
• Strong troubleshooting, multitasking, and customer service skills.
• Ability to lift 50 pounds.

Responsibilities

• Answer calls from current and prospective properties, triage their needs, and handle initial troubleshooting to restore HD-FTG video systems per contract's support terms.
• As a member of the Fulfilment team, help ensure customers receive hardware that is updated, well-packaged, and ready for a seamless installation experience.
• Support the warehouse team with firmware updates, hardware packing, and inventory.
• Update STBs to the latest firmware, testing each unit before deployment.
• Pack installation hardware kits, verifying accuracy before dispatch.
• Support inventory counts, flag discrepancies, and keep storage areas organized and labeled.
• Receive, inspect, and log incoming shipments; help meet daily and weekly shipping targets.
• Follow all warehouse safety guidelines, plus other tasks as assigned.

Skills

Customer service

Troubleshooting

Multitasking

Strong communication

Education

High school diploma or equivalent

Associate's degree preferred

Tools

Microsoft Office

Job description

Job Title: Operations Support and Fulfillment Associate

Job Status: Full Time, In-office

Hours: Primarily Mon–Fri, 9:00am–5:00pm. Occasional after-hours/weekend work compensated with overtime pay.

Benefits: Health Insurance, 3 weeks of PTO annually, Bonus potential, 401k

Location: Maynard, MA

We are representing a leading provider of high-definition entertainment television solutions including premium set-top box (STB) technology and services to customers nationwide.

Description

• You'll answer calls from current and prospective properties, triage their needs, and handle initial troubleshooting to
• restore Pure HD's HD Commercial Free-To-Guest (HD-FTG) video systems per each contract's support terms. As a
• member of the Fulfilment team, you will play a key role in ensuring our customers receive hardware that is updated,
• well-packaged, and ready for a seamless installation experience. You'll also support the warehouse team with
• firmware updates, hardware packing, and inventory. This is an entry-level role with strong room to advance as the
• company grows — a great fit for someone who enjoys a fast-paced, team-oriented environment.
• Responsibilities

Communications & support

• Take customer calls and resolve questions and concerns accurately.
• Guide callers through troubleshooting and product use; de-escalate tense situations with patience.
• Respond to system alerts and resolve simple technical issues at customer sites.
• Update customer records, document cases through closure, and produce activity reports.
• Fulfillment & warehouse
• Update STBs to the latest firmware, testing each unit before deployment.
• Pack installation hardware kits, verifying accuracy before dispatch.
• Support inventory counts, flag discrepancies, and keep storage areas organized and labeled.
• Receive, inspect, and log incoming shipments; help meet daily and weekly shipping targets.
• Follow all warehouse safety guidelines, plus other tasks as assigned.

Qualifications

• High school diploma or equivalent required; Associate's degree preferred.
• Familiarity with computer systems and general internet/networking technologies>.
• Experience with Microsoft Office (Word, Excel, PowerPoint) a plus.
• Strong troubleshooting, multitasking, and customer service skills.
• Ability to lift 50 pounds.

The company is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment