SaaS Support Associate — Onboarding, Troubleshooting & Success

First Orion; 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

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.