Customer Support Representative - First Orion : Job Details

We're looking for a Customer Support Representative to support our Self-Service platforms at First Orion. In this role, you'll blend customer service skills with product support to drive onboarding, engagement, and retention. You'll resolve support tickets, guide users through setup and troubleshooting, and proactively audit accounts to identify areas for improvement. You'll play a key role in helping our clients succeed from day one, while enabling internal teams to stay focused on strategic goals. This role is well-suited for a highly motivated individual who excels in client engagement, enjoys problem-solving, and values collaboration across teams to enhance tools and streamline processes. What you'll be doing:

• Provide personalized, professional support by building trust and delivering an outstanding customer experience with every interaction

• Become a product and solutions expert on First Orion's Self-Service platform, guiding clients through features, onboarding, setup, and troubleshooting

• Own and resolve customer support tickets with timely, helpful, and solution-oriented responses

• Lead onboarding calls and support sessions, guiding clients step-by-step through setup, navigation, and best practices to ensure confident product use and long-term success

• Monitor client activity to proactively reduce drop-off and maximize engagement

• Audit customer accounts for data anomalies, setup errors, or inactivity, and escalate concerns when needed

• Review reports and validate key metrics to ensure data is accurate and ready to share with clients or internal teams

• Create and maintain helpful content, including FAQs and best practices, to enhance the customer knowledge base

• Identify recurring issues and share insights with Product and Engineering to improve product functionality and enhance AI-assisted customer experiences

• Collaborate cross-functionally with Sales, Client Success, and Product to ensure smooth client handoffs and a cohesive experience

What you'll need:

• Associate's degree or relevant experience in Customer Service, Business, IT, or a related field

• 1+ years of experience in a support or client-facing role

• Strong ability to connect with customers, anticipate their needs, and deliver proactive, thoughtful solutions

• Excellent communication skills, both written and verbal

• Highly detail-oriented with strong troubleshooting and documentation skills

• Ability to learn and explain technical concepts to non-technical users

• Experience with support tools like Zendesk or similar ticketing platforms

• Experience with Microsoft Excel and other MS Office tools

• Ability to adapt quickly, troubleshoot efficiently, and stay organized in a dynamic environment

Bonus points:

• Experience supporting SaaS platforms or digital onboarding

• Experience with HubSpot, Salesforce, or other CRM tools

• Exposure to SQL or interest in learning technical skills

• Familiarity with telecom, mobile apps, or customer data platforms

• Bilingual or multilingual is a plus

Company Benefits: Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we're helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you! Learn More About First Orion: First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure: First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice, based on the changing needs of our business. At this time, we are not able to sponsor visas, such as H-1B, for this particular position. First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion's immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.