Hybrid Client Support Specialist - Frontline Help

Orion; Omaha (NE); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

401(k) with employer match

Parental leave

Job summary

Orion is seeking a Client Support Representative to handle inquiries across phone, chat, and case channels, guiding clients through core workflows and ensuring accurate intake and documentation. This hybrid role requires on-site presence three days per week, with candidates located within commuting distance to an Orion office.

You will build proficiency in Orion or Redtail platforms, progress through certifications, and aim for first-contact resolution while maintaining strong case documentation

Qualifications

• Strong verbal and written communication skills in client interactions.
• Multitask in a fast-paced environment with attention to detail.
• Navigate and explain technology to clients.
• Strong problem-solving, organizational, and time management skills.
• High School diploma required; Bachelor’s degree preferred.
• Prior customer service or technology support experience preferred.
• Less than one year of experience.
• Ability to manage relationships with stakeholders at all levels.

Responsibilities

• Serve as frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency.
• Provide training and best practices to help clients navigate workflows or platform topics.
• Troubleshoot entry-level workflows, platform navigation issues, and data-related inquiries.
• Maintain adherence to schedules and support queue coverage across required channels.
• Own Priority 1 (P1) and aged cases to completion with timely Salesforce updates.
• Strive for first-contact resolution while minimizing unnecessary transfers.
• Maintain clean, complete case documentation meeting quality standards.
• Stay up to date on platform updates, release notes, and required certifications.
• Collaborate with peers, Service Leads, Technical Leads, and Managers to support outcomes.
• Progress through required certifications and learning pathways in assigned technology area.

Skills

Client-Centric

Effective Communication

Innovation

Technical Proficiency

Technical Support

Time Management

Work Collaboratively

Education

High School Diploma

Bachelor’s Degree (preferred)

Tools

Salesforce

Orion platform

Redtail

Job description

Orion is seeking a Client Support Representative to handle inquiries across phone, chat, and case channels, guiding clients through core workflows and ensuring accurate intake and documentation. This hybrid role requires on-site presence three days per week, with candidates located within commuting distance to an Orion office.

You will build proficiency in Orion or Redtail platforms, progress through certifications, and aim for first-contact resolution while maintaining strong case documentation