Location: On-site in Rocky Hill, Connecticut
Job Type: Full-Time
Remote Work: Not available
About Cobalt
Cobalt is a fast-growing B2B services and payment technology agency based in Rocky Hill, CT. We deliver modern solutions to help small and midsize businesses streamline operations, reduce costs, and grow revenue. From payment processing and POS to eCommerce and business automation, we support clients across a variety of industries.
As we expand, we’re looking for a Customer Support Specialist who’s passionate about helping customers, solving problems, and contributing to a collaborative team environment. If you're someone who thrives in a fast-paced environment and is eager to learn and grow, we’d love to hear from you.
Why Join Cobalt?
- Work for a company that values your input and ideas
- Hands-on training and career growth opportunities
- Work with a passionate, results-driven team
- Direct impact on small businesses across the region
Position Overview
As a Customer Support Specialist, you’ll be the first point of contact for Cobalt clients seeking help with our systems, payment technologies, or general service questions. You’ll handle Tier-1 support, diagnose issues using internal tools, document requests, escalate when needed, and help ensure clients have a positive experience.
In addition to phone and email-based support, you will occasionally travel to client locations across Connecticut to assist with on-site POS installations, troubleshooting, and live demonstrations. You’ll play a critical role in educating business owners and their teams on how to use Cobalt systems effectively, ensuring they have the tools and knowledge to succeed.
Key Responsibilities:
- Handle incoming calls (60%+ phone-based), emails, and ticket requests from clients
- Triage, prioritize, and resolve technical and non-technical issues
- Support POS systems, eCommerce tools, payment terminals, and mobile applications
- Provide onboarding guidance and basic training on Cobalt tools
- Travel on-site to business clients for setup, installation, support, and product demonstrations
- Escalate issues per documented protocols and ensure proper follow-up
- Maintain accurate case records in ticketing and CRM systems
- Collaborate with internal teams and partners to ensure client success
- Attend daily team huddles and meet SLA benchmarks
Basic Qualifications
- High school diploma or equivalent
- Minimum 3 years of experience in customer-facing roles (support, hospitality, retail, or financial services)
- Excellent communication and problem-solving skills
- Familiarity with Windows-based systems, Microsoft Office, web tools, and basic networking concepts
- Must be reliable, organized, and able to multi-task in a fast-paced environment
- Strong tenure in prior roles (minimum 2 years per position preferred)
Preferred Qualifications
- Experience with POS systems, eCommerce platforms, or payment processing
- Prior technical support experience, especially in a call center or support desk
- Familiarity with APIs, basic troubleshooting, and mobile/web apps
- Able to translate technical details into simple customer-facing communication
Perks & Benefits
- Competitive compensation
- 401(k) with company match
- Generous referral bonus program – get rewarded for great hires
- Leadership development and career growth paths
Job Type: Full-time
Pay: $44,500.00 - $47,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- On-the-job training
- Paid time off
Shift:
- 8 hour shift
Experience:
- Computer hardware: 2 years (Preferred)
- B2B Support: 1 year (Preferred)
Ability to Commute:
- Rocky Hill, CT 06067 (Required)
Work Location: In person
