Client Support Representative

ORION•Omaha, NE

1d•$21 - $30•Hybrid

About The Position

The Client Support Representative is a frontline support professional who handles client inquiries through phone, chat, and case channels. The role resolves foundational questions, guides clients through core workflows, and ensures accurate intake, documentation, and follow-through. Success depends on reliability, clear communication, and steadily developing knowledge of Orion products, including Orion, Redtail, and OCIO. The position is expected to be hybrid, with at least three days each week onsite at one of the listed office locations. Candidates should live within commuting distance of an office. Work location may change based on business needs. The representative builds foundational proficiency in an assigned technology area, progresses through required certifications and learning pathways, and delivers accurate, timely, professional support while maintaining core service metrics.

Requirements

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.
At least a high school education.
Less than one year of experience.
Ability to own and manage stakeholder relationships directly and work effectively with people at all levels of an organization.

Nice To Haves

Bachelor’s degree preferred.
Prior customer service or technology support experience preferred.

Responsibilities

Handle client inquiries across phone, chat, and case channels with professionalism and urgency.
Train and guide clients on workflows and platform topics using established support resources.
Troubleshoot entry-level workflows, navigation issues, feature questions, and data-related inquiries.
Maintain schedule adherence and provide support queue coverage across required channels.
Own assigned Priority 1 and aged cases through completion, providing timely updates and accurate Salesforce documentation.
Strive for first-contact resolution and minimize unnecessary transfers.
Maintain complete case documentation that meets internal quality and audit standards.
Stay current on platform updates, release notes, required certifications, and internal learning content.
Identify opportunities to simplify client workflows or improve documentation, and escalate them through appropriate channels.
Collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes.
Maintain performance across service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy.
Escalate suspected product issues only after basic troubleshooting and documentation.
Identify client trends or documentation gaps and contribute to team improvement.
Adhere to hybrid work expectations and maintain a professional presence in all interactions.