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Orion builds financial technology for financial advisors and wealth management firms. Its software brings together portfolio accounting, risk intelligence, compliance, financial planning, and client relationship management, helping advisory teams connect clients’ goals with investment strategies. The platform also supports personalized, tax-efficient portfolio management and integrates with other financial tools to streamline advisors’ work and client relationships. Orion provides educational resources and academy programs for advisors developing their businesses.
Client Support Representative
Support Orion clients by phone, chat, and case channels. Troubleshoot platform workflows, document cases, and guide users through Orion products.
Сипаттама
- Act as the first point of contact for clients reaching out by phone, chat, or case.
- Train clients and share guidance and best practices on workflows and platform topics.
- Resolve basic workflow, navigation, feature, and data questions.
- Follow scheduled hours and help keep support queues covered across assigned channels.
- Take ownership of assigned Priority 1 and aged cases until they are resolved.
- Send timely case updates and record interactions accurately in Salesforce.
- Resolve issues on first contact where possible and avoid unnecessary transfers.
- Keep case records complete and aligned with internal quality and audit standards.
- Keep up with platform changes, release notes, required certifications, and internal training.
- Spot ways to simplify client workflows or improve documentation, and raise them through the appropriate channels.
- Work closely with peers, Service Leads, Technical Leads, and Managers.
- Develop working knowledge of Orion or Redtail technology.
- Meet performance expectations for NPS, schedule adherence, acceptance rate, quality, and documentation accuracy.
- After initial troubleshooting and documentation, escalate suspected product issues.
- Surface client trends and documentation gaps that could help improve team support.
- Meet hybrid work expectations and maintain a professional manner in every interaction.
Талаптар
- High school diploma required.
- Bachelor’s degree preferred.
- Less than one year of experience.
- Customer service or technology support experience preferred.
- Strong verbal and written communication skills for client interactions.
- Able to manage multiple tasks in a fast-paced setting with attention to detail.
- Able to navigate technology and explain it to others.
- Strong problem-solving, organization, and time-management skills.
- Able to manage stakeholder relationships directly and work effectively with people at all organizational levels.
- Must live within commuting distance of an office.
- Able to complete required certifications and learning pathways.
- Proficient with Salesforce and support channels such as phone, chat, and cases, or willing to learn them.
Артықшылықтар
- Health, dental, vision, and disability coverage beginning on day one.
- 401(k) plan with employer match.
- Paid parental leave.
- Pet benefits, including pawternity leave and pet insurance.
- Student loan repayment.
- Competitive benefits package.
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