Orion

Client Support Technician

Orion

full-time

Posted on:

Location Type: Hybrid

Location: Lehi • New York • Pennsylvania • United States

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Salary

💰 $24 - $34 per hour

Job Level

Junior

About the role

  • 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
  • Provide advanced support across multiple applications, workflows, or data paths within your technology band
  • Troubleshoot more complex, multi-step workflows and identify upstream/downstream impacts across tools
  • Recognize potential production incidents (“product pulse”) and escalate with context to Technical Leads
  • Submit or promote high-impact enhancement ideas in the Idea Portal (JDP) based on real client feedback
  • Participate in HOVs or strategic engagements when assigned to support subject-area expertise
  • Support onboarding efforts through shadowing, training reinforcement, and workflow coaching
  • Maintain certifications across multiple subject areas and expand knowledge breadth
  • Contribute to documentation updates, internal knowledge resources, and workflow improvement opportunities
  • Work collaboratively across pods to ensure seamless client handoffs and consistent client outcomes
  • Operate as a multi-skilled contributor who supports a broader range of subject areas within their primary technology band (Orion or Redtail), demonstrating increased technical depth and platform fluency
  • Diagnose more complex client issues by understanding integrated workflows and system dependencies contributing to higher rates of first-contact resolution
  • Maintain strong performance across KPIs, including adherence, acceptance rate, quality, and NPS, while balancing increased complexity
  • Recognize potential production issues (“product pulse”) and escalates patterns, defects, or recurring problems to Technical Leads with clear reproduction steps and context
  • Contribute to team readiness through mentorship, peer support, and onboarding participation
  • Engage in process improvement by identifying gaps in documentation and supporting updates when appropriate
  • Advance continuous learning by maintaining multiple certifications within their technology band and preparing for cross-tech training as they progress toward Client Support Engineer eligibility
  • Demonstrate professionalism, ownership, and consistency across all client interactions, including participation in HOVs or specialized engagements when assigned

Requirements

  • minimum of 1–2 years of experience in client-facing or technical support role
  • effective written and verbal communication across teams
  • completes additional skill-based certifications as you progress across subject areas and platform workflows
  • minimum of high school diploma or equivalent
  • owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization
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 and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingcase documentationplatform navigationworkflow coachingdata analysisclient supporttechnical supportfirst-contact resolutionperformance metricsprocess improvement
Soft Skills
communicationprofessionalismownershipcollaborationmentorshipproblem-solvingadaptabilityclient relationship managementteamworkattention to detail
Certifications
skill-based certificationsplatform certificationscross-tech trainingClient Support Engineer eligibility