Client Support Representative

ORION•Lehi, UT

2d•$21 - $30•Hybrid

About The Position

The Client Support Representative is a frontline support professional responsible for handling client inquiries across phone, chat, and case channels in a variety of knowledge areas. 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. Please Note: This posting may not refer to a specific open position. As we can regularly hire for this type of role, you may be considered for a potential, future opportunity. Location: It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

Requirements

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
Preferably has prior customer service or technology support experience
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
#LI-AP1 #LI-Onsite #LI-Hybrid

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