Frontline Client Support Specialist (Hybrid)

Orion Advisor Technology; Omaha (NE); Hybrid; USD 29,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability coverage

401(k) plan with employer match

Paid parental leave

Pawternity leave and pet insurance

Student loan repayment

Job summary

Orion Advisor Technology is seeking a Client Support Representative to serve as the frontline contact for client inquiries via phone, chat, and case channels. You will guide clients through core workflows, troubleshoot basic issues, and maintain accurate Salesforce documentation while progressing through certifications in Orion products like Orion and Redtail.

The role emphasizes reliability, clear communication, and strong time management in a hybrid environment with on-site requirements.

Qualifications

• Minimum high school diploma; bachelor’s degree preferred.
• Prior customer service or technology support experience preferred.
• Strong verbal and written communication; ability to explain technology clearly.

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, with timely updates in Salesforce.
• Strive for first-contact resolution while minimizing unnecessary transfers.
• Maintain clean, complete case documentation meeting internal quality and audit standards.
• Stay up to date on platform updates, release notes, required certifications, and learning content.
• Identify opportunities to simplify client workflows or improve documentation and elevate through proper channels.
• Collaborate with peers, Service Leads, Technical Leads, and Managers for coordinated client outcomes.
• Operate as a frontline contributor focused on accurate, timely, and professional support across chat, phone, and case channels.
• Build foundational proficiency in assigned technology area (Orion or Redtail) while progressing through certifications and learning paths.
• 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.
• 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

Client-Centric

Effective Communication

Innovation

Technical Proficiency

Technical Support

Time Management

Work Collaboratively

Education

High school diploma

Bachelor’s degree preferred

Job description

Orion Advisor Technology is seeking a Client Support Representative to serve as the frontline contact for client inquiries via phone, chat, and case channels. You will guide clients through core workflows, troubleshoot basic issues, and maintain accurate Salesforce documentation while progressing through certifications in Orion products like Orion and Redtail.

The role emphasizes reliability, clear communication, and strong time management in a hybrid environment with on-site requirements.