Client Support Representative

About the Role

The Client Support Representative is a frontline support professional responsible for handling client inquiries across phone, chat, and case channels. This role focuses on resolving foundational questions, guiding clients through core workflows, and ensuring accurate intake, documentation, and follow-through. Success in this role depends on reliability, communication clarity, and steady progression of platform knowledge across Orion products—such as Orion, Redtail, and OCIO—but not limited to these offerings.

Work Location: Hybrid, with three (3) or more days each week required on-site at an office location. Candidates should be located within a commutable distance to an office.

Key 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 workflows or platform topics they need support with, using 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.
• 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.

Requirements & Tech Stack

• Strong verbal and written communication skills in client interactions.
• Ability to manage multiple tasks in a fast-paced environment with attention to detail.
• Ability to navigate and explain technology.
• Strong problem-solving, organizational, and time management skills.
• Salesforce (Software)
• Active Listening
• Client Facing
• Communication
• Customer Relationship Management (CRM) Software
• Customer Service
• Documentations
• Problem Solving
• Process Adherence
• Real-Time Communications
• Telephone Communications
• Troubleshooting
• Written Communication

Qualifications

• Minimum of a high school diploma; bachelor’s degree preferred.
• Preferably has prior customer service or technology support experience.