Customer Support Associate

Customer Support Associate

We are hiring a Customer Support Associate to join our on-site team in Landover, MD. You will work within an established group of 13 Associates and Shift Leaders, supporting customers as they learn and use our software. The office is busy, collaborative and welcoming, with different backgrounds and perspectives represented across the team.

Previous software experience is not required. Full product, systems and support training will be provided.

Position Overview

• Pay: $22.00–$24.00 per hour, based on relevant experience
• Schedule: Monday through Friday, 8:30 a.m.–5:00 p.m.
• Break: One-hour paid break each day
• Work arrangement: Full-time and fully on-site
• Bonus: Up to $200 per month, based on verified customer satisfaction survey results
• Reporting to: Shift Leader

Your Responsibilities

• Respond to customer questions through phone, email and the company’s ticketing system
• Guide customers through software features and account processes
• Ask focused questions to understand the issue before recommending a solution
• Complete initial troubleshooting using approved support procedures
• Record customer conversations and actions accurately
• Escalate confirmed software faults to the appropriate technical team
• Monitor open cases and provide customers with timely progress updates
• Confirm that each issue has been resolved before closing the ticket
• Identify repeated questions and share useful feedback with Shift Leaders
• Work toward agreed standards for accuracy, response time and customer satisfaction

Your First Few Months

Your first month will focus on product knowledge, support procedures and supervised customer cases. As your confidence develops, you will begin managing requests independently while continuing to receive coaching from your Shift Leader.

By the end of your initial training period, you should be able to resolve common questions, maintain accurate case records and recognize when an issue requires technical escalation.

Your Skills

• Clear and professional written and verbal communication
• A calm, methodical approach to problem-solving
• The ability to explain instructions in a straightforward way
• Strong attention to detail when updating customer records
• Confidence learning new products and software systems
• Good organization when managing several open requests
• Reliability, accountability and a positive response to feedback

Transferable experience involving customers, communication or problem-solving will be considered.

Additional Benefits

• Medical, dental and vision insurance
• 10 days of paid vacation during the first year
• Paid sick leave
• Eight paid company holidays
• 401(k) plan with an employer match of up to 3%
• Fully paid product and systems training
• One-hour paid daily break
• Consistent weekday working hours

Development

Associates who demonstrate strong product knowledge, consistently high support standards and the ability to guide colleagues may be considered for progression into a Team Leader position as opportunities become available.

Apply through Indeed to be considered for the Customer Support Associate role in Landover

Pay: $22.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance

Work Location: In person