Support Representative at HALO – San Jose, California

We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally. Our nearly 2,000 employees and 1,000 Account Executives located in 40+ sales offices across the United States are the reason HALO is the global leader in branded merchandise, uniform programs, and recognition and incentive solutions.

HALO is looking for a Support Representative is responsible for connecting with customers to problem-solve and provide information related to webstore order statuses and inventory availability, as well as working with carriers to resolve issues with shipments in transit.

This role involves effective communication, problem-solving, and a commitment to meeting customer needs through various channels as phone, email and live chat. The Support Representative works collaboratively on a team with program management and cross-collaborates with the fulfillment team on-site at our Silicon Valley, CA fulfillment center, Monday through Friday from 7:00am - 4:00pm PT.

Responsibilities:

• Work within Zendesk ticketing system to manage, assign, and resolve customer inquiries through phone, email, and/or chat
• Ensure accurate and complete records of customer correspondence for referencing
• Import orders on a daily schedule, review as needed, and distribute to fulfillment team
• Maintain a working knowledge of customer needs across multiple programs within the department
• Utilize proprietary order management software to reference and edit customer orders
• Assist with basic webstore troubleshooting
• Diagnose customer situations and provide one-touch resolution or escalate to program managers if needed
• Track shipments on various shippers’ websites and resolve shipment issues (domestic and international)
• Assist program management team with reporting on an as-needed basis (metrics on inventory health, shipment tracking, etc.)
• Assist fulfilment team with QA checks on an as-needed basis
• Check and respond to company emails and chats using Outlook and Teams

• 2+ years of in-office account support or customer service experience
• High School diploma or GED required
• Prior experience working within a CRM/ticketing system preferred
• Basic computer and internet skills, including proficiency in Word, Excel, and Outlook
• Excellent verbal, written, and interpersonal communication skills
• Discipline to work productively under minimal direct supervision
• Courage to take initiative, share ideas, and suggest improvements
• Strong problem-solving abilities and a customer-focused mindset
• Flexibility to work well in a team environment, take on new responsibilities and adapt to changes
• Able to work overtime when necessary

Preferred Experience

• Experience in the promotional products industry

Compensation: The estimated hourly range for this position is between $20.00 and $25.00 an hour. Please note that this pay range serves as a general guideline and reflects a broad spectrum of labor markets across the US. While it is uncommon for candidates to be hired at or near the top of the range, compensation decisions are influenced by various factors. At HALO, these include, but are not limited to, the scope and responsibilities of the role, the candidate's work experience, location, education and training, key skills, internal equity, external market data, and broader market and business considerations.

Benefits: At HALO, we offer benefits that support all aspects of your life, helping you find a work-life balance that’s right for you. Our comprehensive benefits include nationwide coverage for Medical, Dental, Vision, Life, and Disability insurance, along with additional Voluntary Benefits. Prepare for your financial future with our 401(k) Retirement Savings Plan, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA).

Application Information: To apply to this opportunity, click the APPLY button at the top right or very bottom of the screen to complete our online application. A resume is optional, so you may choose to upload and have the application prefill with your information. There are 5 sections to complete in total, including General information, Work History, Education, Compliance, and optional demographic questions. Once you have successfully submitted your application, you will receive a submission confirmation email from our system.

Application Deadline: Applications are reviewed and processed only when there is a specific need or opportunity, rather than on a fixed schedule or at a set deadline. Because they are reviewed on an as-needed basis, a job posting will be removed once the position has been filled or is no longer available.

More About HALO:

At HALO, we energize our clients' brands and amplify their stories to capture the attention of those who matter most. That’s why over 60,000 small- and mid-sized businesses partner with us, making us the global leader in the branded merchandise industry.

• Career Advancement: At HALO, we’re passionate about promoting from within. Internal promotions have been key to our exponential growth over the past few years. With so many industry leaders at HALO, you’ll have the opportunity to accelerate your career by learning from their experience, insights, and skills. Plus, you'll gain access to HALO’s influential global network, leadership opportunities, and diverse perspectives.
• Culture: We love working here, and we’re confident you will too. At HALO, you’ll experience a culture of ingenuity, inclusion, and relentless determination. We push the limits of possibility and imagination by staying curious, humble, and bold breaking through yesterday’s limits. Diversity fuels our creativity, and we thrive when each of us contributes to an inclusive environment based on respect, dignity, and equity. We hold ourselves to a high standard of excellence with a commitment to results and supporting one another with accountability, transparency, and dependability.
• Recognition: At HALO, your success is our success. You can count on us to celebrate your wins. Colleagues across the company will join in recognizing your milestones and nominating you for awards. Over time, you’ll accumulate recognition that can be converted into gift cards, trips, concert tickets, and merchandise from your favorite brands.

HALO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We insist on an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Inclusion is a core value at HALO and we seek to recruit, develop and retain the most talented people.

HALO participates in E-Verify. Please see the following notices in English and Spanish for important information: E-Verify Participation and Right to Work.

HALO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at hr@halo.com. Please do not use this as an alternative method for general inquiries or status on applications as you will not receive a response. Reasonable requests will be reviewed and responded to on a case-by-case basis.