Optics Customer Support Specialist

Socket.dev; Meridian (ID); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

100% paid employee benefits (medical,

Paid Time Off 60 hours first year

10-13 paid holidays per year

401k matching after 1 year

4-day work week (3-day weekends)

Employee discount on scopes and Nightf

Job summary

Nightforce Optics in Meridian, Idaho (or Orofino) is seeking a dedicated Customer Experience Specialist to troubleshoot, document issues, and help customers across our product line. This role is the primary contact for diagnostics and problem resolution with Nightforce Optics and Horus Vision products.

You will interact with dealers and consumers via phone, email, and live chat; create SOPs and FAQs; collaborate with Sales, Shipping, R&D, and Accounting; and help ensure accurate order processing

Qualifications

• Associate degree in communication, sales, or business (or equivalent experience).
• 2 years of experience in a fast-paced, professional customer support role.
• Excellent interpersonal and phone skills to interact with dealers, consumers, and internal departments.
• Ability to work weekends, holidays or travel to Nightforce events if needed.
• Demonstrate clear and concise instructions over phone, live chat, email, and Zoom.
• Active listening with proper phone etiquette to understand points and ask questions as appropriate.
• Ability to prioritize workload and maintain high attention to detail.
• Experience with Microsoft Office or Google Suite.
• Knowledge of ERP systems.
• Exceptional problem solving and troubleshooting capabilities.

Responsibilities

• Manage and document technical support issues via phone, email, and live chat; prioritize needs across Nightforce and Horus products.
• Attract potential customers by answering questions and collaborating with Sales when needed.
• Open customer accounts by recording accurate information.
• Troubleshoot complex issues through problem isolation, research, and cross‑department collaboration; escalate as necessary.
• Create repeatable processes, FAQs, SOPs, and internal/external documents for support.
• Provide reporting and backorder information to dealers; coordinate with Account Managers for returns (RMA).
• Attend trade shows and company events as needed.
• Utilize AI-powered tools to enhance support and order processing; adapt to new tech.

Skills

Customer service

Communication

Problem solving

Active listening

Phone skills

Interpersonal skills

Time management

Team collaboration

Attention to detail

MS Office / Google Suite

Education

Associate degree in communication, sales, or business

Tools

Oracle

Zoom

ERP systems

Job description

Nightforce Optics in Meridian, Idaho (or Orofino) is seeking a dedicated Customer Experience Specialist to troubleshoot, document issues, and help customers across our product line. This role is the primary contact for diagnostics and problem resolution with Nightforce Optics and Horus Vision products.

You will interact with dealers and consumers via phone, email, and live chat; create SOPs and FAQs; collaborate with Sales, Shipping, R&D, and Accounting; and help ensure accurate order processing