Serve as the first line of support for client inquiries submitted through phone, email, and live chat regarding Fi360’s SaaS and learning solutions.
Answer questions about features, functionality, policies, and procedures, providing clear and professional guidance to clients at all experience levels.
Document all client interactions accurately and thoroughly in appropriate systems (e.g., Zendesk, Salesforce).
Educate clients on Industry Best Practices, the Fiduciary Standard of Care, and effective use of Fi360’s tools and technology solutions.
Troubleshoot common technical issues, escalating complex cases to Tier 2 or Product as necessary.
Collaborate with internal teams, including Product, Technology, and Sales, by communicating client feedback and identifying enhancement or improvement opportunities.
Contribute to team performance metrics such as client satisfaction ratings, first response time, and service availability.
Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements.

1+ years of client relations, customer support, or sales experience, including direct communication with clients via phone and email.
Strong written and verbal communication skills.
Basic technical aptitude and willingness to learn SaaS platform support.
High level of professionalism and commitment to client satisfaction.

All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.
Professional development opportunities.

Tier 1 Client Service Agent

Key skills