[Hiring] Customer Support Agent (Tier 1 – Live Support) REMOTE USA
Position: Customer Support Agent (Tier 1 – Live Support)
Date Posted: January 14, 2026
Industry: Customer Support / Technology / Pet Tech
Employment Type: Full Time
Experience: 3+ years of customer service experience
Qualification: High School Diploma or Equivalent
Location: United States (REMOTE)
Company: Halo Collar
Description:
Halo Collar is currently hiring Customer Support Agents (Tier 1 Live Support) to join its growing remote customer service team. This role serves as the frontline connection between the company and its customers, ensuring a consistent, efficient, and high-quality support experience. The ideal candidate is empathetic, technically capable, and confident in handling customer concerns across multiple communication channels.
Position Overview:
- Act as the first point of contact and brand representative for Halo Collar customers
- Deliver a welcoming, professional, and supportive customer experience
- Resolve complex technical and service-related issues while maintaining customer satisfaction
- De-escalate challenging situations and provide clear, effective resolutions
- Contribute to positive customer feedback, surveys, and reviews
Specific Department Functions:
- Support customers daily through a strong and collaborative service network
- Troubleshoot advanced technical issues related to Halo Collar devices and applications
- Maintain a caring, solution-focused approach that reflects company values
- Identify recurring issues and contribute insights to improve overall service quality
Primary Responsibilities:
- Handle incoming voice calls, video calls, chats, and emails
- Document customer interactions accurately and thoroughly
- Troubleshoot issues related to Halo Collar devices, Halo App, smartphones, Bluetooth, LTE, and Wi-Fi connectivity
- Identify trends and assist with tracking recurring customer concerns
Coaching and Development:
- Receive weekly quality assurance feedback designed to support performance improvement
- Participate in bi-weekly one-on-one meetings focused on career growth and development
- Benefit from strong internal promotion opportunities and long-term career progression
Operational Support:
- Communicate customer trends and recurring issues to leadership teams
- Adapt across multiple support channels to meet customer needs efficiently
Work Availability:
- Operating hours between 9:00 AM and 8:00 PM EST
- Five 8-hour shifts per week
- Availability to work at least one weekend day is required
Work From Home Requirements:
- Minimum internet speed: 25 Mbps download / 5 Mbps upload
- Quiet, distraction-free workspace
- Isolated work area with no background noise, pets, or other individuals
Experience Requirements:
- Minimum of 3 years of customer service experience
- Retail or front-of-house experience is strongly preferred
Technical Skills:
- Comfortable using Windows desktop environments
- Familiarity with Google Workspace or Microsoft Office tools
- Ability to navigate Google Chrome and Zoom desktop applications
- Strong typing, multitasking, and dual-screen operation skills
Customer Service Soft Skills:
- Friendly, approachable, and conversational communication style
- Ability to handle escalations professionally
- Strong empathy and reassurance skills when supporting customers
Education:
- High School Diploma or equivalent qualification
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