Client Support Specialist: Frontline Help & CRM Expert

Orion; Omaha (NE); On-site; USD 30,000 - 40,000; Full time

Benefits offered by this job

Health, dental, vision, and disability

401(k) with employer match

Paid parental leave

Pet benefits and other perks

Student loan repayment

Job summary

Orion is seeking a Client Support Representative in Omaha, NE to handle inquiries across phone, chat, and case channels, guiding clients through workflows and ensuring accurate intake. You’ll build foundational platform knowledge for Orion, Redtail, and OCIO while progressing through required certifications.

The role emphasizes reliable service delivery, first-contact resolution, and adherence to schedules.

Qualifications

• Minimum high school diploma; bachelor’s preferred.
• Strong verbal and written communication.
• Ability to manage multiple tasks in fast-paced environment.
• Experience in customer service or tech support preferred.
• Less than one year of experience.

Responsibilities

• Serve as 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 workflows or platform topics.
• 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 escape 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.
• 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

Communication

Multitasking

Technology navigation

Problem solving

Customer service

Salesforce familiarity

Education

High school diploma

Bachelor's degree preferred

Tools

Salesforce

Job description

Orion is seeking a Client Support Representative in Omaha, NE to handle inquiries across phone, chat, and case channels, guiding clients through workflows and ensuring accurate intake. You’ll build foundational platform knowledge for Orion, Redtail, and OCIO while progressing through required certifications.

The role emphasizes reliable service delivery, first-contact resolution, and adherence to schedules.