Associate Customer Support Representative

First Orion•North Little Rock, AR

About The Position

The Associate Customer Support Representative supports First Orion’s INFORM® Branded Calling Subscription self-service platform. The role combines customer service, technical troubleshooting, and proactive account support to improve onboarding, engagement, and retention. The representative owns customer issues through resolution, guides users through setup and product best practices, monitors account activity, and identifies opportunities to improve the customer experience. The representative leads onboarding calls and support sessions, tracks setup progress, audits accounts, validates reports and metrics, and triages technical issues for escalation. The role also develops customer and internal support content, identifies recurring feedback and issue trends, helps evaluate AI-assisted support experiences, maintains complete customer and account records, and follows privacy, security, access-control, and documentation requirements. Collaboration with Sales, Client Success, Product, and Engineering supports smooth handoffs, technical escalations, and clearly defined ownership.

Requirements

Associate’s degree or relevant experience in Customer Service, Business, IT, or a related field.
At least 1 year of experience in a support or client-facing role.
Ability to connect with customers, anticipate their needs, and deliver proactive, thoughtful solutions.
Strong written and verbal communication skills.
Strong attention to detail, troubleshooting skills, and documentation skills.
Ability to learn and explain technical concepts to non-technical users.
Experience with support tools such as Zendesk or similar ticketing platforms.
Experience with Microsoft Excel and other Microsoft Office tools.
Ability to adapt quickly, troubleshoot efficiently, and stay organized in a dynamic environment.

Nice To Haves

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 ability.

Responsibilities

Deliver personalized, professional support that builds trust and creates an outstanding customer experience.
Develop expertise in the self-service platform, including its features, setup requirements, workflows, and best practices.
Own customer support tickets through resolution, provide timely updates, and coordinate escalations when needed.
Lead onboarding calls and support sessions to guide clients through setup, navigation, and effective product use.
Track onboarding progress and follow up with clients who encounter setup challenges or become inactive.
Monitor client activity to identify adoption barriers, reduce drop-off, and encourage appropriate product use.
Audit customer accounts for data anomalies, configuration errors, incomplete setup, or inactivity, and document recommended actions.
Review reports and validate key metrics before sharing information with clients or internal teams.
Triage technical issues, capture reproducible steps and supporting evidence, and escalate defects to Product or Engineering.
Create and maintain FAQs, troubleshooting guides, and best-practice content for customers and internal teams.
Identify recurring issues and customer feedback trends to inform product and process improvements.
Help evaluate AI-assisted support experiences by identifying content gaps, inaccurate responses, and workflow opportunities.
Maintain complete and accurate ticket, account, and customer records.
Follow established data privacy, security, access-control, and documentation requirements.
Collaborate with Sales, Client Success, Product, and Engineering to support smooth customer handoffs and clearly defined ownership.