Technical Support Representative
Orion is a company dedicated to supporting clients and driving transformative outcomes. They are seeking a Technical Support Representative to handle client inquiries across various communication channels and ensure effective resolution of foundational questions and platform navigation issues.
Responsibilities
- Serve as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency
- Provide clear training, guidance, and best practices to help clients navigate the workflows or platform topics they need support with, using your established support resources
- Troubleshoot entry-level workflows, platform navigation issues, feature questions, and data-related inquiries
- Maintain strong adherence to schedules and support queue coverage across required channels
- Own assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentation
- Strive for first-contact resolution while minimizing unnecessary transfers
- Maintain clean, complete case documentation that meets internal quality and audit standards
- Stay up to date on platform updates, release notes, required certifications, and internal learning content
- Identify opportunities to simplify client workflows or improve documentation and escalate through proper channels
- Collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes
- Operate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channels
- Expect to build foundational proficiency within their assigned technology area (Orion or Redtail) while actively progressing through required certifications and learning pathways
- Demonstrate first-contact resolution mindset and ownership of inquiries
- Maintain strong performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy to support reliable service delivery
- Escalate suspected product issues only after basic troubleshooting and documentation
- Contribute to team improvement by identifying client trends or documentation gaps
- Adhere to hybrid expectations and maintain a professional presence in all interactions
Skills
- Has strong verbal and written communication skills in client interactions
- Manages multiple tasks in a fast-paced environment with attention to detail
- Navigates and explains technology
- Has strong problem-solving, organizational, and time management skills
- Has a minimum of a high school; bachelor's degree preferred
- Has less than one year of experience
- Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization
- Preferably has prior customer service or technology support experience
Benefits
- Health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- Paid parental leave
- Pet benefits including pawternity leave and pet insurance
- Student loan repayment
Company Overview