Hybrid Client Support Specialist — Frontline Expert

Orion; Omaha (NE); Hybrid; USD 59,237,000 - 84,722,000; Full time

Job summary

Orion is seeking a Client Support Representative to handle inquiries via phone, chat, and cases. You will guide clients through workflows, troubleshoot basic issues, and maintain complete case records.

This hybrid role requires on-site presence three days per week and travel within commutable office locations. Ideal candidates have strong communication, multitasking, and problem-solving skills, plus experience in customer service or tech support.

Qualifications

• Minimum high school diploma; bachelor's degree preferred.
• Prior customer service or technology support experience preferred.
• Less than one year of experience is acceptable.

Responsibilities

• Serve as frontline contact across phone, chat and cases with professionalism and urgency.
• Provide training and guidance to help clients navigate workflows using available resources.
• Troubleshoot entry-level workflows, navigation issues, and data-related inquiries.
• Maintain schedules and support queue coverage across channels.
• Own Priority 1 and aged cases to completion with timely Salesforce updates.
• Strive for first-contact resolution and minimize unnecessary transfers.
• Maintain clean case documentation meeting quality and audit standards.
• Stay up to date on platform updates, release notes, and required certifications.
• Identify opportunities to simplify client workflows or improve documentation.
• Collaborate with peers and leads to support coordinated client outcomes.
• Build foundational proficiency in Orion or Redtail and pursue certifications.
• Demonstrate ownership and a first-contact resolution mindset.
• Maintain strong performance on NPS, adherence, and other service metrics.

Skills

Active Listening

Client Facing

Communication

CRM Software

Customer Service

Problem Solving

Process Adherence

Real-Time Communications

Technical Support

Telephone Communications

Troubleshooting

Written Communication

Education

High School Diploma

Bachelor's degree preferred

Tools

Salesforce

Job description

Orion is seeking a Client Support Representative to handle inquiries via phone, chat, and cases. You will guide clients through workflows, troubleshoot basic issues, and maintain complete case records.

This hybrid role requires on-site presence three days per week and travel within commutable office locations. Ideal candidates have strong communication, multitasking, and problem-solving skills, plus experience in customer service or tech support.