Support Agent

Forth; Schaumburg (IL); Hybrid; USD 55,000 - 65,000; Full time

Job summary

FORTH (Set Forth, LLC) is seeking a customer-focused Support Agent to be the first point of contact for clients, guiding them through system navigation, inquiries, and basic technical issues. You will communicate clearly by phone and email, document requests in our ticketing system, and translate challenges into actionable software solutions.

The role is hybrid, requiring two days in-office in CST, with weekend on-call rotation for Tier 1 support.

Qualifications

• High school diploma required; associate degree or college coursework preferred.
• Experience with support ticketing platforms (Zendesk or Desk.com).
• Basic understanding of CRM systems like Salesforce.
• Familiarity with screen-sharing tools (Google Meet/Zoom/Join.me).

Responsibilities

• Develop a strong understanding of the industries we serve and how our software solves industry-specific challenges.
• Communicate clearly and professionally with clients via phone and email.
• Demonstrate proficiency with internet navigation, Microsoft Excel, Word, PDF tools, and keyboard use.
• Deliver confident, empathetic support while de-escalating and resolving client concerns.
• Accurately document client requests and resolutions in the support ticketing system.
• Translate technical and business challenges into actionable software solutions.
• Adapt quickly to changes in software and internal processes.
• Respond to client inquiries promptly via phone, email, and tickets.
• Troubleshoot general technical issues related to system use and configurations.
• Gather detailed information to document support cases and determine resolution or escalation path.
• Escalate unresolved or complex issues to Tier 2 or lead with context.
• Maintain product knowledge with updates and changes.
• Follow internal processes to ensure consistent support standards.
• Demonstrate a customer-first mindset and a positive brand experience.
• Manage multiple tasks efficiently and stay organized.
• Follow Information Security Policies and protect confidentiality, integrity, and privacy.

Skills

Strong communication

Problem solving

Detail oriented

Education

High school diploma

Associate degree or some college

Tools

Zendesk

Desk.com

Salesforce

Google Meet

Zoom

Job description

Support Agents serve as the first point of contact for clients, providing prompt, accurate, and friendly assistance with system navigation, general inquiries, and basic technical issues. The role focuses on delivering a positive customer experience through clear communication and efficient problem-solving.

Responsibilities

Duties and Responsibilities include but are not limited to the following:

• Develop a strong understanding of the industries we serve and how our software solves industry-specific challenges.
• Communicate clearly and professionally with clients via phone and email, demonstrating strong verbal and written communication skills.
• Demonstrate proficiency with internet navigation, Microsoft Excel, Word, PDF tools, and efficient keyboard use.
• Deliver confident, empathetic support while effectively de-escalating and resolving client concerns.
• Accurately document client requests and resolutions in the support ticketing system.
• Translate technical and business challenges into actionable software solutions.
• Quickly adapt to changes in software, industry practices, and internal processes.
• Respond to client inquiries via phone, email, and support tickets promptly and professionally.
• Troubleshoot general technical issues related to system use, user errors, and basic configurations.
• Gather detailed information to accurately document support cases and determine the appropriate resolution or escalation path.
• Escalate unresolved or complex issues to Tier 2 or lead while ensuring all relevant context is included.
• Maintain a high level of product knowledge and keep current with updates and changes to the software.
• Follow internal processes and workflows to ensure consistent support standards and documentation.
• Demonstrate a customer-first mindset and provide a positive brand experience in every interaction.
• Manage multiple tasks efficiently while staying organized and detail-oriented.
• Perform daily duties in line with Forth, Inc’s Information Security Policies and Procedures.
• Ensure that information Confidentiality, Integrity and Privacy is always maintained with processing information assets.

Qualifications

• High school diploma required; associate degree or some college coursework in business or relevant field preferred.
• Experience using support ticketing platforms such as Zendesk or Desk.com.
• Basic understanding of CRM systems like Salesforce.
• Familiarity with tools like Google Meet, Zoom, or Join.me for screen‑sharing and client walkthroughs.
• Previous customer service or help desk experience preferred.

Pay range

$55,000-$65,000

Working Conditions

This is a hybrid position, requiring two days a week in‑office. Shifts will be scheduled between 8:00 a.m. CST and 7:00 p.m. CST. Tier 1 Support Agents also participate in a weekend on‑call rotation, typically results in one weekend per month of paid on‑call time.

Equal Opportunity Statement

Set Forth, LLC is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are committed to creating a diverse and inclusive workplace and provide reasonable accommodations for qualified individuals with disabilities.

FORTH (Set Forth, LLC) has been serving consumers who are exiting debt since 2009. As a trusted leader in debt resolution technology, FORTH provides powerful tools and secure payment solutions that empower consumers while giving clients an all‑in‑one platform to manage operations efficiently.
We have over 140 employees across various states supporting 450+ B2B relationships. Every department, every role, every person drives our success. We’re more than a company. We’re a community of thinkers & builders shaping the future of debt relief technology.