Subject Matter Expert, General Platform
About The Position
As a Subject Matter Expert, you will be responsible for maintaining high standards of customer service for the clients of Orion. This position will work closely with other service team members to ensure the services received by the client are accurate based on the contract terms. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. 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
- Is proficient writing and grammar skills and an ability to respond to customers through chat and email
- Has minimum of a high school diploma required and preferably a bachelor’s degree in Business Administration or related field
- Has prior experience in a customer service or technology related role
- Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
Responsibilities
- Respond to customer requests via phone, email, chat in timely and professional manner
- Provide training and best practice procedures to external clients on the Orion system
- Lead face to face discussions and training during customer office visits and/or conferences
- Provide assistance in testing functionality during scheduled build weeks
- Maintain and uphold the standards which have been set for the Orion Service teams
- Analyze client requests and deduce and explore possible solutions or forwards request on to appropriate department following-through until resolution
- Counsel advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests
- Provide assistance in growing business with client by highlighting additional features which would benefit client’s overall package offering
- Collaborate with other operations departments to research and resolve client issues and inquiries, following-through until resolution
- Maintain an in-depth knowledge of the assigned Orion system team
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1-10 employees
