{"id":3564205,"url":"https://alion.io/job/first-orion-associate-customer-support-representative","title":"Associate Customer Support Representative","company":{"id":2188617,"name":"First Orion","domain":"firstorion.com","url":"https://alion.io/company/firstorion","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Little Rock, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":27000,"max_usd":52000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1280},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Zendesk","optional":false},{"name":"HubSpot","optional":true},{"name":"Salesforce","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-30T00:00:00Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-01T01:30:22Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"We’re looking for a Customer Support Representative to support First Orion’s INFORM® Branded Calling Subscription, our self-service platform. In this role, you’ll combine customer service, technical troubleshooting, and proactive account support to improve onboarding, engagement, and retention.\nYou’ll own customer issues through resolution, guide users through setup and best practices, monitor account activity, and identify opportunities to improve the customer experience. You’ll also collaborate with Sales, Client Success, Product, and Engineering to coordinate handoffs, escalate technical issues, and share customer insights.\nThis role is ideal for a motivated problem-solver who builds strong client relationships, communicates technical concepts clearly, and uses customer and account data to recommend thoughtful solutions.\nWhat you’ll be doing:\nDeliver personalized, professional support that builds trust and creates an outstanding customer experience.\nDevelop deep expertise in First Orion’s Self-Service platform, including its features, setup requirements, workflows, and best practices.\nOwn customer support tickets through resolution, providing timely updates and coordinating escalations when necessary.\nLead onboarding calls and support sessions that guide clients through setup, navigation, and effective product use.\nTrack onboarding progress and follow up with clients who experience setup challenges or inactivity.\nMonitor client activity to identify adoption barriers, reduce drop-off, and encourage appropriate product use.\nAudit customer accounts for data anomalies, configuration errors, incomplete setup, or inactivity, and document recommended actions.\nReview reports and validate key metrics before sharing information with clients or internal teams.\nTriage technical issues, capture reproducible steps and supporting evidence, and escalate defects to Product or Engineering.\nCreate and maintain FAQs, troubleshooting guides, and best-practice content for customers and internal teams.\nIdentify recurring issues and customer feedback trends to inform product and process improvements.\nHelp evaluate and improve AI-assisted support experiences by identifying content gaps, inaccurate responses, and workflow opportunities.\nMaintain complete and accurate ticket, account, and customer records.\nFollow established data privacy, security, access-control, and documentation requirements. \nCollaborate with Sales, Client Success, Product, and Engineering to support smooth customer handoffs and clearly defined ownership. \nWhat you’ll need:\nAssociate’s degree or relevant experience in Customer Service, Business, IT, or a related field \n1+ years of experience in a support or client-facing role \nStrong ability to connect with customers, anticipate their needs, and deliver proactive, thoughtful solutions \nExcellent communication skills, both written and verbal \nHighly detail-oriented with strong troubleshooting and documentation skills \nAbility to learn and explain technical concepts to non-technical users \nExperience with support tools like Zendesk or similar ticketing platforms \nExperience with Microsoft Excel and other MS Office tools \nAbility to adapt quickly, troubleshoot efficiently, and stay organized in a dynamic environment \nBonus Points:\nExperience supporting SaaS platforms or digital onboarding \nExperience with HubSpot, Salesforce, or other CRM tools \nExposure to SQL or interest in learning technical skills \nFamiliarity with telecom, mobile apps, or customer data platforms \nBilingual or multilingual is a plus \nCompany Benefits:\nBalancing 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!\nLearn More About First Orion:\nFirst 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.\nFirst Orion has been voted a Great Place to Work with top rankings in every category.\n\nLearn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.\n\nFirst Orion Culture Cornerstones are at the core of everything we do here.\n\nDisclosure:\nFirst 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.\nThis position is not eligiblefor employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.\nFirst 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.","description_format":"text","description_chars":5786,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Unified Communications"],"lifecycle":[{"event":"open","at":"2026-10-31T08:32:36Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 4 · green card filings: 2","filings_12m":4,"filings_prev_12m":3,"green_card_filings_12m":2,"median_offered_wage_usd":95833,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":23,"reasons":["conf:1","win:early","comp:junior"],"computed_at":"2026-11-01T02:52:27Z"},"pay":null,"html_url":"https://alion.io/job/first-orion-associate-customer-support-representative","json_url":"https://alion.io/job/first-orion-associate-customer-support-representative.json","meta":{"generated_at":"2026-11-01T02:52:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4367,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2188617},"rest":"https://alion.io/mcp/rest/get_company?id=2188617"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirst-orion-associate-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirst-orion-associate-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirst-orion-associate-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/first-orion-associate-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirst-orion-associate-customer-support-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3564205}},{"tool":"search_jobs","arguments":{"company":"firstorion.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3564205},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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