Technical Support Representative

Orion is a company dedicated to supporting clients and driving transformative outcomes. They are seeking a Technical Support Representative who will serve as a frontline support professional, handling client inquiries and providing guidance on workflows and platform navigation. The role emphasizes clear communication, problem-solving, and maintaining high service standards.

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

Skills

• 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
• 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
• Preferably has prior customer service or technology support experience

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

Company Overview