Client Support Representative

Orion

Client Support Representative managing client inquiries across phone, chat, and case channels. Supporting workflows and troubleshooting issues with a focus on customer satisfaction.

Posted 4/30/2026full-timeLehi • New York • 🇺🇸 United StatesMid-LevelSenior💰 $21 - $30 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
strong problem-solving, organizational, and time management skills
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

Salesforcetroubleshootingplatform navigationcase documentationclient workflowsdata-related inquiriesfirst-contact resolutionservice metricsdocumentation accuracytechnology navigation

Soft Skills

verbal communicationwritten communicationproblem-solvingorganizational skillstime managementattention to detailprofessionalismcollaborationclient relationship managementadaptability

Certifications

required certifications