Job Description

Phone Support Specialist

Location: Company HQ (Onsite)
Reports To: Customer Service Manager 
Compensation: $25/hour with hourly benefits
Schedule: M-F (9AM-6PM CT)

About MIRA Safety

MIRA Safety is committed to safeguarding lives with cutting-edge protective gear, from military-grade gas masks to advanced safety solutions for civilians, first responders, and tactical professionals. Our mission is to empower individuals and organizations with reliable, top-tier safety equipment, ensuring they are prepared for the unexpected.

As we continue to grow and expand our reach, we’re seeking passionate, creative, and driven individuals to join our team. If you’re excited about building a globally recognized brand that stands for trust, resilience, and safety, this is your chance to make a lasting impact.

Job Description

We are looking to onboard a motivated and dedicated Phone Support Specialist to join our rapidly expanding team. This individual will work directly with our sales and customer service teams and be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every call received.

What you are accountable for:

• Manage large amounts of daily average of 70 inbound and outbound calls in a timely manner;
• Follow communication scripts when handling different topics;
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives;
• Trouble-shoot support and product cases;
• Maintain end to end responsibility for customer support needs providing timely, reliable, and courteous service;
• Provide an exceptional customer experience;
• Facilitate customer engagement and success;
• Apprises the sales and customer service teams of any problems that may develop regarding an order;
• Ensures the continuance of strong customer relations and adheres with company policies and goals;
• Acquires, maintains, and continues to develop and expand the base of personal knowledge of all products lines;
• Conveys a highly professional image resulting in increased customer confidence;
• Ability to work under pressure and meet deadlines, while maintaining a positive attitude;
• Ability to work independently and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices;
• Ability to multitask and prioritize;
• Ability to thrive in a fast-paced environment with frequently shifting priorities;
• Ability to maintain regular, punctual attendance consistent with company policy ;
• Must be able to comply with safety standards and best practices;
• Perform other duties as assigned.

Physical Demands:

• Environment: office;
• Ambulatory skills: sit for long periods of time;
• Ability to transfer weights up to 10 lbs.;
• Travel: none

Requirements:

• A minimum of 2 years of customer service experience, with heavy emphasis on virtual/phone support, technical product troubleshooting and issue resolution.
• Software and database knowledge and experience, i.e., Microsoft Office, Google products, Zendesk and CRM
• Excellent customer service delivery – demonstrated empathy, patience and understanding in stressful customer situations – ability to put the customer at ease

Preferred:

• Prior CBRN (chemical, biological, radiological and nuclear) specialist experience;
• Prior military or law enforcement experience. Veterans/current military: provide DD-214 or statement of service;
• Tactical gear market experience or at a minimum, a strong interest;
• Experience with the Entrepreneurial Operating System (EOS).

Thank you for applying for the Phone Support Specialist role with MIRA Safety. As a part of

application process, we would like to have you undergo the next step in our process with the Culture Index.

Schedule & Work Environment:

• This is an onsite position, requiring in-office presence from 9:00 AM to 6:00 PM CST .

Benefits:

• Competitive compensation and commission structure.
• Comprehensive health, dental, and vision benefits.
• Paid time off and holiday leave.
• Professional development and growth opportunities.
• Supportive team environment with ongoing training and mentorship.

If you are a highly motivated individual looking to grow your career in business development, we want to hear from you!

MIRA Safety is proud to be an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.

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