Premier Technical Support Specialist

ORION•Burlington, KY

9d•$56,046 - $82,313•Hybrid

About The Position

As a Premier Technical Support Specialist focused on Advisor Portal, you will provide consultative technical support to advisory firms and internal partners. This role supports key Advisor Portal workflows, including proposals, new account opening, account maintenance, client onboarding, DocuSign related processes, and other advisor facing digital experiences. In this role, you will help troubleshoot complex issues, guide users through platform workflows, validate system functionality, document solutions, and partner with internal teams to improve the Advisor Portal experience. This role is ideal for someone who enjoys troubleshooting, learning connected systems, following documented training and procedures, and helping advisors and internal teams solve complex workflow issues. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

Requirements

Has a minimum of two (2) years of experience in technical support, financial technology, client service, operations, onboarding, or client success as required.
Has strong technical curiosity and a willingness to learn Advisor Portal, DocuSign workflows, and related systems
Has demonstrated experience researching, troubleshooting, and resolving platform or workflow issues as required.
Can follow complex workflows, identify gaps, and explain issues clearly.
Has strong problem solving skills and can work through ambiguous situations.
Can translate technical concepts into clear guidance for advisors, clients, and internal partners.
Has strong attention to detail and understands the importance of accuracy in client facing workflows.
Communicates clearly and professionally in both verbal and written formats.
Works well with Product, Development, Service, Onboarding, Operations, and client facing teams.
Takes ownership of issues and drives them toward resolution.
Is comfortable asking questions, learning quickly, and applying feedback.
Can build strong working relationships with stakeholders at different levels of the organization.

Nice To Haves

Has a Bachelor's degree in Business, Finance, Technology, or a related field as preferred.
Has experience supporting software, SaaS platforms, financial technology, advisor technology, CRM systems, or operational workflows as preferred.
Has experience with Salesforce, case management tools, CRM systems, DocuSign, or similar support platforms as preferred.

Responsibilities

Serve as a technical support resource for Advisor Portal related questions, workflows, and client impacting issues.
Respond to Advisor Portal inquiries across phone, email, chat, Salesforce cases, and scheduled consultations.
Troubleshoot issues related to proposals, new account opening, account maintenance, client onboarding, trading related workflows, and other Advisor Portal functionality.
Support DocuSign related workflows within Advisor Portal, including document generation, envelope routing, signing order questions, advisor and client signing experiences, and troubleshooting related errors.
Analyze technical issues, configuration questions, workflow discrepancies, and user reported concerns.
Provide clear guidance to advisors, internal service teams, onboarding teams, and other business partners.
Follow established training, documentation, procedures, and escalation paths to support consistent and accurate resolutions.
Collaborate with Product Management, Development, Service, Onboarding, Operations, and other internal teams on defects, enhancements, workflow changes, and client impacting issues.
Act as escalation support for Advisor Portal cases as knowledge and experience grow.
Document troubleshooting steps, technical findings, workflow guidance, and best practices.
Help improve Advisor Portal enablement, internal documentation, training resources, and support processes.
Mentor and support peers over time through shadowing, coaching, and knowledge sharing.