Position Overview:

We are seeking a dependable, client-focused Support Agent to provide first-line assistance to customers navigating high-impact, often sensitive situations. This role demands strong communication skills, technical proficiency, and a consistent commitment to service excellence. You'll support both inbound and outbound phone interactions, troubleshoot technical issues, and collaborate with internal departments to ensure a seamless and professional client experience. Ideal candidates are empathetic, tech-savvy professionals with a strong phone presence and a passion for helping others through meaningful, service-driven work.

Key Responsibilities:

• Respond to inbound support and sales calls; place outbound calls as needed
• Assist clients with product activations and enrollment
• Provide technical support for systems and services
• Accurately track, manage, and close support cases using internal tools
• Coordinate with departments such as Sales, Credit, and Shipping to resolve client needs
• Handle sensitive or escalated client issues with professionalism and poise
• Maintain thorough knowledge of company products, policies, and procedures

Qualifications:

• Bachelor's degree preferred, or equivalent experience in a customer-facing role
• Strong verbal communication and active listening skills
• Reliable, detail-oriented, and highly organized
• Comfortable troubleshooting technical systems and devices
• Skilled in both written and verbal communication across multiple audiences
• Proven ability to remain calm and solution-focused under pressure
• Strong commitment to delivering high-quality customer service
• Bilingual (English/Spanish) preferred, not required

Schedule: Monday-Friday, 7:00 AM - 4:00 PM (1-hour lunch)

Location: Hybrid (On-site M-Th + remote on Friday)